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Neurosurgery Waiting Times

Posted By DHH

"Neurosurgery Waiting Times"

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

(as the patient),

After attending Ayr Hosptial for the past 4 years I had numerous treatments from physio, accupuncture and hydrotherapy to help alleviate the pain I was receiving in my back and legs on top of medication. Finally, after 2 MRI's I was referred to Queen Elizabeth University Hospital in Glasgow.

At my initial appointment in June, I decided to defer treatment until I had digested all the information I had received that day and I agreed to treatment in November 2016 at my review appointment. At this point I was now on a "waiting list". As I work in the NHS I was acutely aware that meant I would more than likely breach the 12 weeks to treatment "guarantee".

However, what I did not expect or appreciate before was the lack of communication regarding where you are in terms of waiting. Having read other opinions on here of the same nature I am shocked at the different replies are given when patients as how long they have to wait or where the are on the waiting list. I was told, when I called in in February 2017 after breaching my "12 weeks to treatment guarantee", that I could not be told where or what number I was on the list. I asked if they could tell me how far behind the waiting list was running, the reply I received was that people referred in August 2016 had still not been seen. I took this to mean the waiting time is running more that 4 MONTHS behind.

Of course I was given the standard quotes of where to complain and if I'm in more pain to talk to my GP. I also asked if this information would be officially communicated with me so that I can save a phone call to the secretary every few months for an update, which I appreciate is as frustrating for her as it is for me. I was told that she did not know if I would be lettered, as that was down to management. 2 weeks later I received a letter saying my waiting times had been breached and how to complain, no actual update as to where I am personally in my treatment, just a standard template letter.

As a patient this is extremely frustrating. I am trying to make myself as free as possible so not to "miss" my slot however I have a life and need to plan, a rough idea would be really helpful. I have no idea when to expect my operation. Will it be this year? Next year? First half of the year or second? Will I be updated on my progress? How will this be done? Never mind having to be dealing with pain this whole time.

As a patient I expected to wait for my treatment (having been attending hospitals, clinics and having operations all my life) and that is not really my frustration, it is the lack of communication and understanding from the patients point of view. A simple letter each month after breaching targets (why have targets if the are not achievable? ) to update and advise the patient of an approximate revised waiting time or just that you have not forgotten about the patient would be would be most helpful to me and I'm sure the secretary's sanity as the constant phone calls must drive her mad.

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Responses

Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde 8 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 07/04/2017 at 11:24
Published on Care Opinion at 13:02

Dear DHH

Thank you for taking the time to post on Patient Opinion. I am sorry to read about what you have been experiencing regarding lack of communication. I appreciate how frustrating this will have been for you.

I have shared your feedback with the General Manager of the service and asked that they provide an update on what you have raised here.

Best wishes
Lisa

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Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde 8 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 27/04/2017 at 11:11
Published on Care Opinion at 13:37

Dear DHH

Further to my earlier response, the General Manager would like to be able to look into your feedback further. To enable this to happen, would you please email me at Lisa.Ramsay@ggc.scot.nhs.uk with your name, date of birth, CHI number (not essential) quoting reference 357907?

Best wishes
Lisa

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Update posted by DHH (the patient)

I have emailed you today Lisa.

Update posted by DHH (the patient)

I wanted to update my experience of my operation and the aftercare I have received for Queen Elizabeth Hospital Glasgow.

I had my operation a few weeks after posting my frustration on waiting times above, a new consultant had started so I had to put my trust in a consultant I met the day before my operation at my pre-op.

My spinal decompression operation went smoothly and I was discharged 24 hours later. The care I received in my short time on the ward was first class. All the nursing staff were very caring, understanding and always with a smile.

After a few weeks of returning to my local health board my recovery took a small step back which was recognised by my physiotherapist who wrote their concerns to the neurology department at the queen Elizabeth hospital. I received a follow up appointment 6 weeks later by which time my recovery was back on track. It was at this point in August, 3 months after my operation I was discharged but told that I would always be on my consultants list and if I had any problems to call in and I would be seen. I had at this point had full recovery and was walking better than before the operation.

By November I had noticed my walking had got harder and I was now losing the feeling in my hands and the sides of my torso. After consulting my G.P. in December I contacted the Queen Elizabeth in early December as advised, to be put back on the consultants list. Having explained the situation to the secretary I was left feeling deflated and frustrated at not being able to get a date for consultation considering I had had a serious operation just 7 months ago and was beginning to have serious set backs.

As I waited for an appointment my back popped in January (2 months after requesting an appointment with QEUH) I was sent to A&E Ayrshire & Arran by my G.P. Who was shocked what I could no longer walk without severe acute pain. I was admitted to Ayrshire & Arran hospital where I had an x-ray and MRI and advised that Ayrshire&Arran could only manage my pain, that the Queen Elizabeth refused to see me as an inpatient and would only see me as an outpatient for which I had already waited over 2 months for, this could not be hurried up despite my pain. I was told The QEUH were aware I was already waiting for an appointment and I was on the waiting list.

I find it shocking that in less that 9 months after being operated at QEUH, 2 weeks being an inpatient with Ayrshire & Arran, increasing my pain relief to 24 daily tablet from 3, that I cannot stand upright anymore or walk anymore, and I’m losing the feeling in my hands and the sides of my torso, yet I have still not received an appointment to see my consultant at Queen Elizabeth.

I would not like to think the time I have been forced to wait for a follow up appointment, has resulted my back pain getting worse, and more importantly hindering my recovery and keeping me in a wheelchair, housebound and out of work. I am now breaching the 12 weeks referral for new outpatient appointments despite not being a new patient.

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 22/02/2018 at 13:11
Published on Care Opinion at 20:15

picture of Nicole McInally

Dear DHH

I am sorry to read that you are in acute pain and that you are still waiting for an appointment with the Neurology Department.

I have shared your post with the Chief Nurse and General Manager for Neurology.

Can you please email me at Nicole.McInally@ggc.scot.nhs.uk with your personal details so that we can look into this further. I would be grateful if you could quote the reference number: 472347.

Thank you

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 27/02/2018 at 08:32
Published on Care Opinion at 09:17

picture of Nicole McInally

Dear DHH

Thank you for getting in touch with your personal details.

I have emailed you to confirm that you have an appointment at the clinic.

Kind Regards

Nicole

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