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I would have benefited from a more realistic, honest time sc...

Posted By Leyla2108

"I would have benefited from a more realistic, honest time scale"

About: Queen Elizabeth University Hospital Glasgow / Bones, joint and fractures

(as the patient),

I received a letter stating that I was "guaranteed" to have surgery performed on my leg before the end of the month.

I called the waiting list co-ordinator to ask for an update and was informed that the secretary who works for the surgeon due to operate on me was off work sick.

However, the woman I spoke to told me that the "guarantee" was simply sent to full fill criteria set by the government. I was told that these targets were "completely unrealistic and not met by any of the orthopaedic surgeons" at the Queen Elizabeth Hospital.

Thus, I believe I am extremely unlikely to have my surgery as "guaranteed".

As a result of the "guarantee", I have kept my schedule clear for 12 weeks - this has included missing a family wedding in America.

I am angry, frustrated and upset that I was provided with a "guarantee" that it's apparently known to be unrealistic (by staff).

If the staff at the QEH are unable to keep to these guarantees then what is the purpose of informing the patients of a set deadline?

All that has been achieved in this situation is that I have been left angry and disappointed. I would have benefited from a more realistic, honest time scale of when the surgery was likely to be. Providing unrealistic "guarantees" does nothing to benefit the patient.

I am currently left with no idea of when the surgery is likely to be (surgeon's secretary will contact me on return to work) - meaning that I need to keep my diary free for the foreseeable future.

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 7 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 03/02/2017 at 10:11
Published on Care Opinion at 11:32

picture of Nicole McInally

Dear Leyla 2108

Thank you for posting on Patient Opinion

I am sorry that we have been unable to meet the Treatment Time Guarantee due to the demands on the Orthopaedic service. I understand why this has left you feeling angry, frustrated and upset and I apologise for this.

If you would like me to look into this further, can you please contact me with some personal details including your CHI number at Nicole.McInally@ggc.scot.nhs.uk?

In the meantime I will share your post with the General Manager for Orthopaedics and ask them to respond to the points you have raised.

Kind Regards

Nicole

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 7 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 08/02/2017 at 09:09
Published on Care Opinion at 10:40

picture of Nicole McInally

Dear Leyla 2108

Clearly, your treatment schedule has been subject to delay and I would like to offer my unreserved apology that this has been the case and for the added anxiety that this will be causing.

Unfortunately, due to demands on the service, we are unable to offer you a date for surgery at this time. Please be assured staff continue to work to arrange additional activity to accommodate patients who have been delayed.

As soon as we are able to confirm a date for surgery, staff will be in touch with you.

Kind Regards

Susan Groom

General Manager, Surgery - South Sector

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Update posted by Leyla2108 (the patient)

Dear Susan,

I have been contacted by the hospital and told that the earliest possible date for surgery would be 27th March (although I have not been offered an appointment yet). This is 9 weeks after the "guarantee" I was provided.

So it appears, in my experience, there is currently a 21 week waiting list for routine orthopaedic surgery.

Could you please explain to me why patients are being knowingly misinformed? Several members of NHS staff has since informed me that the 12 week guarantee is not achievable and is rarely met. I think it is extremely unlikely that the waiting list has extended by 9 weeks since I was put on it.

As I stated, I have cancelled trips and arranged my diary so that I would be free any date prior to 25th January.

Had I been informed that the waiting list was 21 weeks then could have planned accordingly. I would have gone to America for a family wedding and I would not have had to worry about rearranging exam dates.

I feel that through providing me with misinformation you have cause additional stress and anxiety that was completely unneccessary.

Can you please tell me what will be done to prevent further patients being misinformed? Why are you not providing realistic information regarding waiting times?

Thanks.

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 7 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 01/03/2017 at 11:19
Published on Care Opinion at 15:27

picture of Nicole McInally

Dear Leyla 2108

The Treatment Time Guarantee letter is a system generated letter that is required to send to patients under the Patients’ Rights Act 2011 and indicates that we will aim to treat them within a 12 week period and gives a date for this to be accomplished.

We are reviewing the current wording of the letter as we recognise that some people are finding it misleading and assuming that date is in fact their date of admission.

Waiting times vary between specialties and it's currently not possible to provide accurate waiting times as all specialties are carrying out additional activity to help reduce the waiting time for patients.

Kind Regards

Susan Groom

General Manager – Surgery, South Sector

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