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"No appointments for review"

About: Queen Elizabeth University Hospital Glasgow / Neurology (Ward 53 and 67)

(as a service user),

I attended Neurology last year after a significant  waiting time from referral. The consultation was long awaited due to the daily pain I was in. I felt listened to and heard. I was referred for an MRI and commenced on a medication to try. It was my understanding that I would be seen again to discuss the MRI findings given I had an abnormal CT coming up 2 years ago now.  I also thought this would be to review if the medication was helpful.  My husband attended with me as support, therefore present for discussions.

Following my MRI I received a letter stating my MRI was normal, reassuring obviously, however it also stated - as discussed in my consultation - I was suffering from chronic migraines.  This was not discussed at my appointment.  I was asked to contact the service should I wish to discuss, which I did. 

I was given an appointment for October 2023. This was cancelled. I was then given an appointment for February 2024, this was cancelled again, at short notice. I contacted the appointment service via email and was directed to the consultant's secretary. I was advised that the consultant was hoping to do an extra clinic at the end of February and they would allocate me to this.

I then received a letter to apologise for cancelling my appointment and if I wished to be seen please contact the service.  I went back to the secretary and stated that I believed I had been clear that I wished to be seen. I have had no acknowledgement of my email. It is now July and I have had no appointment provided.

I have emailed again to enquire about this and yet again I feel like I am being ignored. I feel that the service is hoping I will go away as they are unable to meet the demand for their service. I live in pain every day and it would appear that I am being left to continue to do this. This is really disappointing.

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Responses

Response from Amy O'Sullivan, Clinical Services Manager, Institute of Neurological Sciences, Neurology, Queen Elizabeth National Spinal Injuries, Neurophysiology, CTCBI, Neuro & OMFS Outpatients, Neuro Rehabilitation & WestMARC, NHS Greater Glasgow and Clyde 11 months ago
Amy O'Sullivan
Clinical Services Manager, Institute of Neurological Sciences, Neurology, Queen Elizabeth National Spinal Injuries, Neurophysiology, CTCBI, Neuro & OMFS Outpatients, Neuro Rehabilitation & WestMARC,
NHS Greater Glasgow and Clyde
Submitted on 05/08/2024 at 13:28
Published on Care Opinion at 13:28


Dear Deaf Service user

I am sorry to hear of your experience so far with the service, could you please email me on Amy.Osullivan@ggc.scot.nhs.uk with your name and date of birth to enable me to investigate this with the team.

Many Thanks

Amy

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Update posted by Deaf service user (a service user)

Hi!

I emailed as requested with my name and DOB on the 5th August 2024, this is now 6 weeks ago. I have heard nothing since.

This unfortunately is adding to my frustration as it mirrors the exact reason I posted a story on care opinion.

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 10 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 17/09/2024 at 13:58
Published on Care Opinion at 13:58


picture of Nicole McInally

Dear Deaf Service User

My apologies, our NHSGGC email addresses have recently changed. I would be grateful if you could resend your email to Amy’s new email address: amy.osullivan@nhs.scot

Would it be possible to add the link to your Care Opinion story in the email?

Many thanks

Nicole

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Update posted by Deaf service user (a service user)

It was my understanding that the 'old' email addresses would remain 'attached' to the mail box to ensure nothing was missed.

I have resent my details with a link to my story

Update posted by Deaf service user (a service user)

On the 17th of September I sent a further email, as requested, with a link to my story. That's over 8 weeks ago. I have still not had a response from the person who stated they would investigate my story with the team. It has been 16 weeks since my story was published.

I am under the impression that if I am ignored long enough the hope is I will go away.

It is extremely upsetting to not have my experience explored, especially when I am living in pain everyday and no one wants to try to help.

Update posted by Deaf service user (a service user)

Can I be provided with the contact details to make my story an official complaint please

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 7 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 03/12/2024 at 09:21
Published on Care Opinion at 09:21


picture of Nicole McInally

Dear Deaf Service User

Thank you for getting in touch.

My colleague, Stacey Murray, who is the Business Manager, has asked if you could email them with your personal details so that they can address this. Stacey's email is: stacey.murray4@nhs.scot However, if you would like to make a formal complaint you can email: ggc.complaints@nhs.scot

Thank you

Nicole

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Update posted by Deaf service user (a service user)

I have emailed Stacey Murray with my personal details with a link to my story

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 7 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 04/12/2024 at 13:49
Published on Care Opinion at 13:49


picture of Nicole McInally

Hi

Stacey had confirmed that they have received your email and will respond.

Kind Regards

Nicole

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