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Access to Audiology timescales

Posted By Chalkie

"Access to Audiology timescales"

About: University Hospital Wishaw / Audiology

(as the patient),

It’s sadness that these issues continue to put negative views on the NHS. It is as a rule not the frontline staff or those in clinics but how the appointment are managed by the senior managers within NHS Lanarkshire and I have to also ask whether it is also a failure of the NHS Lanarkshire Board.

My story is simple. I have hearing loss and continue to struggle to hear not just one to one but in groups of people. I contacted Audiology University Hospital Wishaw in March 2025 to advise of difficulties. I was contacted in June to be advised that I had not been seen since 2018 and advised I could be seen at UHW.  I thought this was for a hearing test etc based on my information given by email in March 2025 but it turned out that it was to check hearing aid and replace parts. It was suggested at this appointment that I would receive an appointment to have my hearing tested and my hearing aid, as it’s old, would be updated to a digital one. I thought this was good, as my hearing loss is contributed to by my military service but also the NHS Lanarkshire web site also suggests that as a disabled veteran I will be given a priority appointment.

It’s now September and I have not had contact from UHW or any other hospital in the area. What others advise is make a complaint; I don’t wish to do this as I believe it makes no difference, if it did, others like me would not be waiting to be seen and the fact is I think they are not interested. As I said, it’s sad that those who genuinely work hard in NHS get caught up in the failures of those responsible for dealing with service provision and appear not to worry about their failure or have any accountability.

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Responses

Response from Joanne Lydon, Deputy Head of Service, University Hospital Wishaw, NHS Lanarkshire last month
Joanne Lydon
Deputy Head of Service, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 09/09/2025 at 10:52
Published on Care Opinion at 10:52

picture of Joanne Lydon

Hello Chalkie,

Thank you for taking the time to share your experience with us. I am very sorry to hear how difficult this has been for you, and I completely understand the frustration and sadness that delays and miscommunication can cause—especially when it affects something as important as your ability to hear well in daily life.

It’s clear from your message that you value the care provided by our audiology team, and I know they will appreciate your recognition of their hard work and dedication. At the same time, I want to acknowledge your concerns about how appointments are managed and the impact this has had on you personally. Your service as a veteran and your ongoing hearing needs should absolutely be met with timely and appropriate support, and I’m sorry this hasn’t been your experience so far.

Your feedback is important, and it will be shared with the teams who can address these concerns. While I understand you don’t wish to make a formal complaint, your story highlights issues we would like to learn from to improve the service for you and for others going forward.

I would be happy to look into your contact with us personally and I will follow this up directly with you. If you would like to contact the Audiology helpdesk on 01698 687 772 or email audiology@lanarkshire.scot.nhs.uk and ask for a care opinion follow up with Joanne or Sarah we will be in touch.

Kind Regards

Joanne

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

Update posted by Chalkie (the patient)

I just wanted to update my outcome from my recent comments made around my experience with Audioligy at Universaty Hospital Wishaw as hopefully it will offer support to those who use the service but also Veterans like me who access hospital services resulting from our service.

Within a few days of my experience being highlighted on this site. I was contacted by Joanne, she firstly apologised for my negative experience advising that she is looking to improve the services they provide. Her apology and her genuine willingness to carry this out was sincere, as previously indicated my issue lies with senior hospital managers and health board members who are responsible for future planning for patient care and not front line staff.

I appreciated Joanne taking the time to contact me and from our conversation it highlighted a few things. First, I had not had an updated hearing test for 10 yrs and although I was informed by email there is no record of me being a veteran and I require to have my G.P. send a letter, Joanne advised on checking records did show this is recorded but not all staff have access to this.

My point of raising this is that veterans can access a Veteran's ID badge which can be used to provide proof of service. This is important as it can provide priority services when related to service. So if you don’t have this contact Veteran's UK.

I received an appointment and from this, a new hearing aid. I would like to thank Sarah (audiologist) for her patience when seeing me, it was a late afternoon appointment and Sarah made me feel relaxed she at no time made me feel rushed and took the time to inform me of the outcome of my test and how the new hearing aid works in this digital world we find ourselves in.

As I advised the issue with NHS or my experience is that frontline staff work very hard and the issues arise when those managing the service fail to understand how it works so thank you again.

Finally maybe those senior managers some of which I am sure may have been frontline staff and NHS board managers actually visit and spend time with the front line staff and patients to get a true picture of things.

To both Joanne and Sarah just a simple thank you for your care and supports provided to me.

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