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Care Opinion

Person centred care missing

Posted By Ln65

"Person centred care missing"

About: University Hospital Monklands / Outpatients Department

(as a service user),

Received a letter to attend an outpatient appointment at five day's notice. Given previous appointment was cancelled and condition deteriorating I duly reorganised my life to ensure I could attend.

I turn up at appointment hoping for a new treatment plan and discussion about other options considering and understanding both the benefits and risks of these other treatment options. 

Unfortunately this was not the case. The doctor was very abrupt did not take time to listen to how this is impacting my life. Told to fill out a questionnaire regarding how I feel with regards to my condition but didn’t even look at it never mind discuss it. Given an information leaflet to read about other treatment with no discussion. Have to get bloods done and chest X-ray for a treatment I haven’t decided to have yet (I’ll need to do my own research to allow me to make an informed decision).

Overall left feeling unheard and frustrated. It certainly didn’t feel like it was person centred in anyway.

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Responses

Response from Jennifer Montgomery, Improvement Coordinator, Quality Directorate, NHS Lanarkshire last week
Jennifer Montgomery
Improvement Coordinator, Quality Directorate,
NHS Lanarkshire

Operational Lead for Care Opinion in NHS Lanarkshire

Submitted on 07/05/2024 at 20:10
Published on Care Opinion at 20:10

picture of Jennifer Montgomery

Dear Ln65,

Thank you for sharing your experience of University Hospital Monklands, Outpatients department.

I am so sorry to hear that you had to rearrange your life to attend an outpatients appointment with 5 days notice, and that previous appointments were cancelled. I am also disappointed to hear that the appointment itself did not meet your expectations of getting a new treatment plan in place.

We always want to make things better for our patients so please could I ask that you contact Patient Affairs, Monklands, who will be able to gather more information, investigate and provide you with a personal response? I have included their contact details below.

PatientAffairs.Monklands@lanarkshire.scot.nhs.uk

Tel no 01698 752300

Kind Regards,

Jenni

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