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I was told there was no record in my files

Posted By Kimwin77

"I was told there was no record in my files"

About: Crosshouse Hospital / Ophthalmology East Ayrshire Community Hospital / Ophthalmology

(as the patient),

I have been a patient of the same consultant since 2019 and I was diagnosed with glaucoma. My last appointment was in December 2021 and then I was to be seen again June 2022.

In the meantime my eye sight was getting worse and I went to Specsavers on and they said I wasn't needing new glasses and that I had cataracts and they would refer me for surgery, so I phoned for a cancellation, which I got. But it turned out to be for the eye test only and I  never saw my consultant.  I immediately phoned and told both the secretary and also the appointments department about the mix up and they assured me I was still in the system.

I have since had an appointment with another doctor recently, and when I asked why the delay (17 months), I was told there was no record in my files.

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Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 8 months ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 30/08/2023 at 12:44
Published on Care Opinion at 12:44

picture of Pamela Gibson

Dear Kimwin77

Thank you so much for taking the time to share your experience of the care provided by the Ophthalmology Service.

I am very sorry to learn of your poor experience and of the 17 month delay to be seen at the clinic. I am unsure why there was no record in your files. Please be assured that this is not the person-centred care that we aim for.

I am glad to hear that you have now had an eye test and a further appointment with a doctor,

Thank you once again for taking the time to acknowledge your care experience.

Kind Regards

Pamela

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Update posted by Kimwin77 (the patient)

I made a mistake in my original post. I wrote there was no record in my file, instead of the referral that was sent by the opticians at the end of December 2021 so what happened to that referral. There was no record which resulted in me waiting 17months.

Kimwin77

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 8 months ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 04/09/2023 at 10:10
Published on Care Opinion at 10:10

picture of Pamela Gibson

Good morning Kimwin77

Thank you for this additional information.

I would be happy to contact the hospital Referral Management Team on your behalf to see if I can work out what happened with the referral made in December 2021.

If you would find this helpful, you can leave your contact details on 01292 513942 (voicemail) and I will call you back or via email at aa.patientexperienceteam@aapct.scot.nhs.uk

Kind Regards

Pamela

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