Text size

Theme

Language

"Communication"

About: Western General Hospital / General Surgery

(as the patient),

I received a text telling me to log on to the NHS portal for details of a new appointment.  When I signed in it informed me that I had an appointment before the New Year at General Surgery, at the Western General. I expected to get a letter with further details but I didn't receive anything. As it was soon to be Christmas I phoned the hospital to get more details of the appointment before the festive season began. I wanted to know if there was any special preparation I had to make. I had also tried to find "general surgery " on maps of the hospital with no success. I made about 6 phone calls throughout the afternoon until I finally reached the right dept. They confirmed my appointment, advised me of the correct dept. and advised me that I did not need to make any preparation. When I attended my appointment I was asked for the completed questionnaire. I should have received this with the letter. I was slightly anxious about my appointment, not knowing what to expect. My experience only served to increase my anxiety.  I had thought my problem had been identified as requiring surgery, even before I attended. At my appointment the staff apologised for the error and put me at my ease but I was not happy with the texting experience, or the portal.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Mariska Vernon-Stroud, Patient Experience Team Lead, Patient Experience Team, NHS Lothian 6 months ago
Mariska Vernon-Stroud
Patient Experience Team Lead, Patient Experience Team,
NHS Lothian

I gather feedback from patients to recognise good practise and supporting improving services in NHS Lothian.

Submitted on 03/01/2025 at 12:10
Published on Care Opinion at 12:10


Dear browserrz33,

Thank you so much for taking the time to share your story on Care Opinion. I was sad to read about your experience, the difficulties you experienced not receiving all the required information, and your challenges finding and contacting the required department. I am sorry for this and the increased anxiety it caused, this is not our intention, as we understand it can be an uncertain time for anyone.

We have recently implemented patients receiving their appointment letters through the NHS portal and therefore would value the opportunity to understand more about your experience to see how we can improve things. If you would be happy to talk with me, please could you contact the Patient Experience Team by email on LOTH.feedback@nhs.scot or by telephone on 0131 536 3370 (Mon-Fri, (9am-2pm) with your details.

Kind regards,

Mariska

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k