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Care Opinion

Good care, but lack of information causing stress

Posted By Leamlegend

"Good care, but lack of information causing stress"

About: Queen Margaret Hospital / Dermatology

(as the patient),

I had a recent experience of getting a Basel Cell Carcinoma removed. And the surgery and treatment were excellent. I can see how much the staff in hospitals are under strain so I want to be clear - the care I received was excellent. Thanks to everyone involved! 

I just want to stress the importance of clear communication with patients (administrative) from referral to discharge communication has been poor. I was on a waiting list for a while with no communication after being told I would be urgently referred. Only through phoning was I provided any information.

After the surgery, I received no results from my surgery. Then months later I received an appointment letter with again no information. This lack of unclear communication causes unnecessary stress on the patient.

When I had my follow-up appointment it was to confirm where my surgery took place, as all my notes did not line up. This could have been dealt with as a phone call and again caused unnecessary stress.

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Responses

Response from Fiona Mitchell, Senior Charge Nurse Fiona Mitchell, Dermatology QMH anf VHK, NHS Fife 2 months ago
Fiona Mitchell
Senior Charge Nurse Fiona Mitchell, Dermatology QMH anf VHK,
NHS Fife

Submitted on 01/03/2024 at 10:55
Published on Care Opinion at 10:55

Dear Leamlegend

Thank you for taking the time to leave feedback about your recent experience. I am pleased to read that your clinical care for the removal of a basal cell carcinoma has been excellent and I hope you are recovering well following the surgery.

I am sorry to read that the administrative communication was unclear and subject to delay causing you undue stress. Our average result turn around following skin surgery is between six to twelve weeks currently and we aim to contact all patients within this time but it is not always achievable.

I apologise that this did not happen, in this case and you were left wondering. We ask any patient to call us and enquire if the process has taken longer than the twelve week time frame and I am pleased you were able to do this, although feeling stressed.

I will take this feedback to the team and discuss the areas you have highlighted.

Thank you for getting in touch again.

Kind Regards

Fiona Mitchell

SCN Dermatology Fife

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