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"Telephone Appointment Letter"

About: University Hospital Hairmyres / Medical/Gastroenterology (Ward 11)

(as the patient),

I received a letter from Gastro/IBD appointments office giving me an appointment for a telephone conversation.  This is for routine care for an existing condition.  I am not available on the date given so wanted to change the appointment. The letter says - to cancel or change your appointment, please telephone the number on this letter.  

There is no telephone number on the letter.

On looking at previous letters, I have found that there wasn't a number to phone on them either. 

The member of staff on the Hairmyres Hospital switchboard did their best to help and on their second attempt I was put through to someone who will pass on a message to the relevant member of staff to change my appointment.

This has created an amount of stress for me that just shouldn't have happened.  

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Responses

Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire last week
We are preparing to make a change
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire
Submitted on 06/06/2024 at 20:33
Published on Care Opinion on 07/06/2024 at 08:51


picture of Lise Axford

Dear Sima4

Thank you for taking the time to share your feedback regarding the lack of contact details on your clinic letter. My sincere apologies that a contact number has not been provided. This is clearly an error and should not have happened. I am sorry this has not been noticed by our clerical teams. I have asked for all letters to be reviewed and appropriate contact details added.

If you could contact me directly on 01355 584725 or email me your details:

Lise.axford@lanarkshire.scot.nhs.uk

I will then ensure your appointment is rescheduled and confirm all actions.

This omission is not the standard that we expect to provide for our patients and again I offer a sincere apology on behalf of University Hospital Hairmyres.

Please be assured I will take swift action to amend the letters and also ensure you have details of a new appointment.

Thank you for bribing this to our attention.

Lise

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