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Incorrect information on letters

Posted By AD2022

"Incorrect information on letters"

About: Royal Victoria Hospital / Gynaecology Royal Victoria Hospital / Radiology

(as a service user),

I had to postpone an appointment here due another hospital appointment being held on the same morning. An incorrect number was given on the appointment letter for changing appointments here; it’s seemingly the general appointments office. I was then given another number to phone, the X Ray appointments. I was advised that the general appointments office cannot access the ultrasound appointments. 

There was also a number in the substantial letter for queries. Again, this number was incorrect because my query about moving the appointment to later in the same day couldn’t be answered here and I was again given another number to ring. My phone call was returned the following day after I’d tried a number of times. 

There were also some other issues. Because of the nature of the scan I’d been referred for I had assumed that the appointment would be with a gynaecologist. I had previously been seen in a clinic staffed by gynaecologists. Given my ongoing symptoms it is impossible for me to drink litres of water required for the first part of the scan.  I’m not sure why this scan wasn’t carried out when I’d attended a face to face meeting at the clinic which had referred me.

The chaperone who spoke to me was extremely empathetic and supportive which made the situation easier to deal with. 

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Responses

Response from Tracey Watson, Assistant Service Manager, Gynaecology, Belfast Health and Social Care Trust 2 weeks ago
Tracey Watson
Assistant Service Manager, Gynaecology,
Belfast Health and Social Care Trust

Submitted on 23/04/2025 at 13:09
Published on Care Opinion at 13:09

Dear AD022

My name is Tracey, I am the Assistant Service Manger for Gynaecology services.

I am very sorry to hear of the challenges you have had trying to change your appointment. I will liaise with appointment and radiology colleagues to ensure letters have correct information as these are not sent by the Gynaecology service.

Within Gynaecology some senior doctors do provide scanning but many patients are referred to radiology for support from sonography and radiology colleagues to undertake the scanning.

I am sorry it was not clear to you in the letter it was not a Gynaecology clinic you were attending but rather a diagnostic service for imaging requested by Gynaecology.

Kind regards

Tracey

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

Update posted by AD2022 (a service user)

Thank you for your response. I thought that there had been a mistake in my referral & that I had been referred to the wrong department. In My Care it states “urgent departmental” scan.

I’ve experienced problems with communication previously. In mid 2022 I had an appointment with a senior registrar. I was retrospectively advised (18 months later) that the appointment should have been with a consultant. Was it going to be the case that in 18 months time I’d have been advised that the scan should have been carried out by a consultant? The fall out from my appointment 2022 had catastrophic consequences for me, including a lengthy delay which can never be undone. I’ve had counselling to try to come to terms with how I was treated then & staff were aware of this.

I’ve had a number of scans carried out over the past number of years & it was always by a senior doctor. Not sure where stand now; do I need to be re referred by the consultant, will I get scanned by a Dr or have I been discharged completely? Explaining simple actions to patients goes a long way. I sometimes think staff forget patients don’t have their knowledge & awareness of how their system works.

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