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My Patient Journey Experience - Part 2

Posted By Nursing Professional

"My Patient Journey Experience - Part 2"

About: Queen Elizabeth University Hospital Glasgow / Neurosurgery (Ward 64 – 66)

(as the patient),

This is the second part of my patient journey now in NHS Greater Glasgow & Clyde - my first part can be viewed by following the link below: https://www.patientopinion. org. uk/opinions/335549

January 2017

Following on from my previous posting (which received 777 reads – incredible! ) I received an appointment with a Neurosurgeons in NHS Greater Glasgow & Clyde. I was advised that I required surgery and would be placed on another waiting list! – I was advised that this would be 12 weeks! – Another waiting list!  I continued to take my medication as prescribed. I received an outline of my consultation with the Neurosurgeon and a letter advising that I was now on the waiting list for surgical intervention and under the Patient’s Rights (Scotland) Act 2011 I would be guaranteed to be admitted for treatment within 12 weeks. Quote “This means that we will offer you an appointment on or before the 18/04/2017”. I was happy and content with this and felt that things were moving for me now.

FEBRUARY 2017

I continued to take my medication as prescribed. I telephoned the Neurosurgeons secretary at various points this month to check my position on the waiting list – I was advised verbally I was on the list and that although I had a letter guaranteeing to be seen and treated in 12 weeks, that this wasn’t being achieved at the moment and was running approximately 4 weeks behind!  I was devastated! I contacted my local Member of the Scottish Parliament (MSP) Office – I met with her. She wrote to both NHS Greater Glasgow & Clyde (NHSGGC) Chief Executive and the Minister for Health (Scottish Government). NHSGGC Chief Executive is looking into the situation and a response is awaited. Minister for Health has responded which is very generic about legislation and the requirements of NHS Boards and the 12 week guarantee – not a lot about my situation! 

MARCH 2017

I continued to take my medication as prescribed. I telephoned the Neurosurgeons secretary at various points this month to check my position on the waiting list – I was advised verbally I was 22nd on the list (but left unclear exactly what this means other than there are 21 people in front of me) and that although I had a letter guaranteeing to be seen and treated in 12 weeks, that this wasn’t likely to be achieved at the moment and they were running approximately now 4 - 6 weeks behind! ! ! I was devastated, frustrated and feeling like this journey will never come to an end!

At the time of typing this, I am awaiting the reopening of my MSP’s office to discuss.

MY THOUGHTS

As at previous fit mid forty year old, I now feel useless, worthless and only fit for the scrapheap!  This is not what I believed or would have expected from to quote the Minster for Health “A Patient Centred NHS”!   I feel frustrated, upset, concerned, depressed and wonder how much more I can take. I have now been off work since June last year, as I am unable to drive with the medication I am taking. I have gone onto ½ pay since mid - January 2017. I seem to be caught in the waiting list game! ! ! As a Nursing Professional, I did not appreciate how difficult the patient journey /experience can be and now understand why people get depressed and loose hope.

I would value appropriate discussions with personnel from NHS Greater Glasgow & Clyde and Scottish Government.

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Responses

Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde 7 years ago
Lisa Ramsay
Patient Experience Public Involvement Team Support,
NHS Greater Glasgow & Clyde

I work in a small team within NHS Greater Glasgow & Clyde. Part of the team’s role is to support patients and carers through our feedback systems which will help to improve the services we provide. On Patient Opinion, I support Lorna Gray, Patient Experience Public Involvement Project Manager, and Niall McGrogan, Head of Patient Experience Public Involvement.

Submitted on 27/03/2017 at 15:34
Published on Care Opinion at 15:38

Dear Nursing Professional

Thank you for taking the time to post on Patient Opinion. I am sorry to read about the ongoing issues you have been experiencing and I appreciate how this has affected you.

I have shared your post with Ann Gow, Chief Nurse for Regional Services. She will contact you directly about what you have raised here.

Best wishes
Lisa

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

Update posted by Nursing Professional (the patient)

Thanks Lisa,

Ann has been in touch now. We are looking to meet up to discuss things further.

Thanks for your assistance with this matter.

Regards

Update posted by Nursing Professional (the patient)

APRIL 2017

I continued to take my medication as prescribed. I telephoned the Neurosurgeons secretary at various points this month to check my position on the waiting list – I was advised verbally I was 8th on the list and 6th on the cancellation list – I am getting there slowly but surely! ! Met with my MSP to discuss situation and progress with her letters and follow up with both NHS Lanarkshire and NHS Greater Glasgow & Clyde Chief Executives and to update her on my progress with NHS Greater Glasgow and Clyde. I was very disappointed with progress (or lack of it) made by my MSP!

I get an unexpected phone call on a Thursday from the Neurosurgical Secretary to ask if I was available and could I come into The Neurosurgical Unit Ward 65 of the Queen Elizabeth University Hospital as soon as possible. As you can imagine, I had very mixed emotions, excited, scared and relieved! I attended and was duly admitted to the ward and seen by Mr Barrett the Neurosurgical Consultant, medical staff and nursing staff. I was prepped and ready for my surgery for Friday and would be 2nd on the list. On the morning of the surgery I was advised by the Consultant that there had been emergency surgery through the night and that it would be unlikely that my surgery would take place, my options were to continue to fast and wait, but still be cancelled or to return on Monday for surgery on Tuesday and I would be 1st on the list. I chose to return on the Monday.

My surgery went to plan on Tuesday and I remained in hospital until Thursday. During my stay in hospital I received excellent care from Mr Barrett and his surgical team, theatre staff, all ward 65 staff (from the domestic staff right through to the senior nursing staff) and also the physiotherapy team. I also observed and experienced the difficulties that the nursing staff and medical staff experience on a day to day basis, the pressures of running a busy ward, the demands of the public! I am very grateful for the care and attention that I received; I found it to be of an extremely high standard and that staff were very caring and compassionate. Special thanks to Fiona - you are a fantastic nurse.

MAY 2017

I continue to make a steady recovery I have commenced my physiotherapy in NHS Lanarkshire and I am looking at getting back to work – a scary (as I have been off for nearly a year) but welcomed progression.

I would also like to take this opportunity to thank Mr Barrett – Consultant Neurosurgery / Spinal Surgeon, Ann – Chief Nurse Regional Services, Gina – Clinical Nurse Manager for Neurosurgery and Janice – Secretary to Mr Barrett

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