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"Rebooking cancelled appointments"

About: Glasgow Royal Infirmary / Cardiology (Wards 19, 24, 43a, 43b & 44a)

(as a service user),

Following a cardiology appointment at Glasgow Royal Infirmary in November 2023, I was given a follow-up appointment to review my condition for October 2024. One month before my appointment was due, it was cancelled by NHS and a new appointment made for December. 

I am not able to make the new appointment due to being away from home on that date. I called to advise the appointments booking centre but was told that the next available appointment would be June 2025, more than 8 months beyond my original review date. When asked if there were no appointments sooner, I was told I could call back from time to time to see if there were any cancellations.

It seems clinically unsafe that an appointments clerk can determine that additional 8 months is acceptable, and equally unreasonable that the onus to try and secure an earlier review lies with me - the patient.  I now face the prospect of calling the booking centre (not sure how often without becoming a nuisance) to see if there are cancellations.  

The hospital letters are very clear about costs to the NHS of missed appointments, but show little consideration for the impact on patients of their own cancellations - none of which (and I have had a few) come with any explanation of reasons for cancellation.

As it is, I guess I will have to speak to my GP if my condition gives cause for concern in the hope of getting a new referral - or call the booking line, perhaps every couple of weeks to see if I can take an appointment that someone may have cancelled.

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 9 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 25/10/2024 at 09:49
Published on Care Opinion at 09:49


picture of Nicole McInally

Dear Shadow 53

Thank you for sharing your feedback. I am sorry that your appointment was cancelled at short notice and that you were unable to attend the rescheduled date. I apologise for the inconvenience and stress this situation has caused. If you have any worries about your health, I would suggest speaking with your GP.

Please do not hesitate to contact the booking centre to check for any cancellations, as this may help secure an earlier appointment.

Kind Regards

Nicole

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Shadow 53 (a service user)

This is the second unhelpful response to an issue highlighted. If a public involvement project manager cannot engage health board resources to move improvements for patients, I wonder what the point of such a project is?

on these two issues, a simple apology adresses none of the issues and has left me - the patient - with the burden of moving things forward.

Very unsatisfactory GGC health board.

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