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Communication

Posted By chassisyr98

"Communication"

About: Raigmore Hospital / Gynaecology

(as the patient),

I had a hysteroscopy a few weeks ago. The biopsy came back with problems. I was told I was to be discussed, and further decisions made. So far very good. I get a text reminder for an appointment next week. No other details. No one has phoned me or sent me a letter. I can maybe guess it will be a hysterectomy and guess where I may have to go, but this is not the first time I’ve not had letters for appointments. I will chase up tomorrow, but I shouldn’t have to keep chasing for information. 

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Responses

Response from Sylvia Fraser, Clinical Governance Facilitator & NHS Highland Operational Lead for Care Opinion, Clinical Governance, NHS Highland 4 weeks ago
Sylvia Fraser
Clinical Governance Facilitator & NHS Highland Operational Lead for Care Opinion, Clinical Governance,
NHS Highland

I am part of the overall team who manages complaints for NHS Highland and are known as the Feedback Team. We offer patients, relatives, MPs/MSPs, staff and anyone who requires assistance is registering a concern or formal complaint.

Submitted on 08/04/2025 at 11:58
Published on Care Opinion at 11:58

picture of Sylvia Fraser

Dear chassisyr98

Thank you for your post highlighting your experience with Gynaecology services at NHS Highland and the lack of prompt communications in relation to your healthcare provision.

Please accept our sincere apologies for the delay in acknowledging, and responding to your post.

We apologise that you have felt the need to follow up with us to provide answers via this platform.

We would encourage you to contact us via NHS Highland Feedback Team so that we can investigate this on your behalf, and provide direct, personal feedback to you.

You can contact us via email at nhshighland.feedback@nhs.scot, or by calling us on 01463. 705997. A member of the team will call you back to discuss your concerns further.

With kind regards

Sylvia,

on behalf of Heather Richardson,

Head of Operations, Woman & Child Directorate

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

Update posted by chassisyr98 (the patient)

Thank you Sylvia. I have found communication with services via email unhelpful in the past so I won’t use it anymore. I asked for help in changing practice and apart from being unhelpful, they in fact stated in the end they were not able to help and stopped replying to my emails.

It took two months for me to change practice. The new practice manager has been very helpful but we are still having problems with all departments having the right address and it takes multiple emails to get answers. I even had to remind NHS Highland feedback of the patients charter and NHS principles to get answers. That occasion was the pre-op op and gynae assured me they would now ring me regarding the robotic hysterectomy and have been very helpful.

When feedback services won't help or answer emails, where are we supposed to go then?

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