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Poor communication

Posted By Scunnered patient

"Poor communication"

About: University Hospital Hairmyres / Endoscopy University Hospital Hairmyres / Pre Operative Assessment

(as the patient),

My colonoscopy was cancelled at Hairmyres Vanguard unit as I have an allergy to latex. The consultant who referred me for this knew I had this allergy but this info didn't follow through to the booking dept.

I had holiday plans with friends I had to cancel as I knew I had a problem keeping prep down, and had been advised to start the low residue diet for a week before.  This holiday weekend with my kids and grandkids has been ruined for me and spoiled for them.

Speaking to an experienced nurse from another health area, I'm led to believe that there is no justification for using latex products nowadays. I'm disgusted and dread the thought of taking the prep again. I've also been following the diet all week apart from the last few days. All to no avail.

If the nurse who phoned to do my pre assessment had asked about allergies I would have told her. Apparently if I'd been seen in the main building they would have coped with me. Lord knows how long I'll have to wait to be seen now.

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Responses

Response from Jennifer Montgomery, Improvement Coordinator, Quality Directorate, NHS Lanarkshire 2 weeks ago
Jennifer Montgomery
Improvement Coordinator, Quality Directorate,
NHS Lanarkshire

Operational Lead for Care Opinion in NHS Lanarkshire

Submitted on 13/05/2025 at 11:27
Published on Care Opinion at 11:27

picture of Jennifer Montgomery

Dear scunnered patient,

Thank you for sharing your experience of University Hospital Hairmyres, Endoscopy and Pre Operative Assessment.

I am sorry to hear of your experience, it is very disappointing that your appointment will have been further delayed due to a breakdown in communication. I can only imagine how upsetting and frustrating this must be for you.

If you would like to raise your concerns to be discussed further, please could I ask that you contact our Patient Affairs team who will take more details and will be able to provide a personal response?

patientaffairs@lanarkshire.scot.nhs.uk

I hope you are keeping well.

Best Wishes,

Jenni

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire 2 weeks ago
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 13/05/2025 at 22:21
Published on Care Opinion at 22:21

picture of Lise Axford

Dear Scunnered patient

I am really sorry to read that your procedure was cancelled due to your allergy to latex. As you say, this should have been identified in the planning stage and I sincerely apologise for the stress and distress this has caused.

As Jenni says, we would like to look into this for you and hope that you will contact patient affairs to enable us to do so.

You can also contact me directly if you prefer.

lise.axford@lanarkshire.scot.nhs.uk

Kind regards

Lise

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