"Repeated admin errors led to waiting, but first-class care and surgery at New Victoria."

About: New Victoria Hospital (Glasgow)

(as the patient),

My mastectomy care at New Victoria Hospital, Glasgow on 2 occasions was wonderful. From the consultants - surgical and anaesthetic - and registrars to domestic staff. All could not do enough for me.

The only problem I found was in the admin staff. On one occasion, the day of my first operation, I had a phone call saying I was 2 hours late for admission, having been told 10AM but it should have been 8AM. On the second occasion - after reporting at the outpatients desk my name was NOT put through and I waited 1. 5 hours having had to ask what the delay was. I was eventually seen. On the third occasion I was on time for outpatient appointment: 12. 15 on letter. Then told I should have been there at 10. 30AM. Having worked in NHS admin/records for 27 years, these mistakes should not happen. However, care and surgery first class.

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Responses

Response from Paul Cannon, Head of Administration, Acute Services Division, Greater Glasgow & Clyde NHS

Thank you for taking the time and trouble to provide your very kind feedback.

I will ensure that this is passed on to those involved and I am sure that they will be very pleased to read your comments.

I am sorry that this posting was not acknowledged at the time, we had a break in our use of Patient Opinion, but we have now resumed doing so, and I thought it was still important to acknowledge your posting and where appropriate to pass comments on.

I was also very sorry to read your comments about the communication between yourself and appointments/records staff and will draw your feedback to the attention of the Head of Medical Records to ensure she is made aware of the difficulties you encountered which I hope did not detract too much from the overall experience.

Once again, thank you for using the Patient Opinion feedback system, it is greatly appreciated.

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