"Hard to understand the letter from Heart Failure team"

About: Antrim Area Hospital / Heart failure Antrim Area Hospital Heart failure Antrim BT41 2RL

Posted by Our story (as a relative), 12 months ago

I took my aunt to an early morning appointment with the Heart Failure nurse. After driving for an hour we went to Outpatient to be advise this was a telephone call and they weren’t able to see her.
I do wish to acknowledge the receptionist was very helpful and checked the telephone numbers were correct and advised us to drive home again. I also want to acknowledge the Heart Failure nurse apologised for the misunderstanding.
But I feel it is important I share this as the letter received clearly stated that the following outpatient appointment has been made for you at the Mid Ulster Hospital. Please report to Virtual Mid Ulster and bring this letter with you. Nowhere on the letter stated it was a phone call.
Attendance to appointments are crucial- my aunt is in her mid eighties and was exhausted by the whole adventure- one which could have been avoided if the appointment letter had been accurate.
Many services complain about non attendance, however in this instance we attended and they did not deliver.

More about:

Do you have a similar story to tell?

Responses

Lauren Henry

Clinical Services Manager Cardiology /Rheumatology, Antrim/Causeway Hospital,

NHSCT

Submitted on 22/05/2024 at 15:24

Published on Care Opinion at 15:33

Hello my name is Lauren Henry, I am a clinical services manager for Cardiology in the Northern Trust. Sincere thank you for telling your story, this is really helpful we can develop the service. I will review this and update our letters.
I am sorry to waste your time with this appointment.
Warmest wishes,
Lauren Henry

{{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Was this response helpful? Yes | No
Thank you for your feedback.
See more responses from Lauren Henry

Update posted by Our story (a relative) 11 months ago

Thank you for listening- we only shared our experience because we would not want someone else to have a similar confusing experience- this little thing makes such a big difference to people like my aunt; we find the heart failure team exceptional in their knowledge and skill and in all our time with them we’ve never had concerns. Thank you for listening

Sarah Arthur

Patient Client Experience Facilitator, Patient Experience,

Northern Health and Social Care Trust

Submitted on 04/10/2024 at 15:21

Published on Care Opinion at 15:21

Hi Our story,
My name is Sarah Arthur, I am the Patient Client Experience Facilitator for the Trust. I hope you are keeping well?
The Clinical Services Manager, Lauren Henry, has asked me to provide you with an update regarding the progress with the planned change to improve the appointment letter/ notifications for the Heart Failure telephone reviews. Lauren had explored the possibility of change with the old computer system but this was not possible due to limitations with the system. At present a new system, Encompass, is being implemented across the Trust, Lauren plans to explore this option once implementation is completed.
We will endeavor to keep you updated with any further progress.
Kind regards,
Sarah

{{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Was this response helpful? Yes | No
Thank you for your feedback.
See more responses from Sarah Arthur

Lauren Henry

Clinical Services Manager Cardiology /Rheumatology, Antrim/Causeway Hospital,

NHSCT

Submitted on 07/04/2025 at 16:37

Published on Care Opinion at 16:37

Letters have been updated to include virtual or telephone appointments. Thank you again for your feedback.
Many thanks
Lauren Henry

{{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Was this response helpful? Yes | No
Thank you for your feedback.
See more responses from Lauren Henry

Navigation
Shortcut Help	?
Go to Home	g + h
Go to Tell Your Story	g + t
Go to About Us	g + a

Text size

Theme

Language