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Care Opinion

Lack of response to correspondence

Posted By Popppy

"Lack of response to correspondence"

About: NHS Lothian NHS Lothian / South East Scotland Breast Screening Centre

(as the patient),

I sent three letters on same date to various offices within NHS Lothian - one to patient experience, another to breast screening Edinburgh,  and the last to legal services. They were all posted at the same post office and I obtained proof of posting for each. After a delay I received an acknowledgement from the patient experience team. To date I haven’t received a response from legal services or the breast screening office in Edinburgh. I subsequently sent a recorded delivery letter to legal services.I know that this letter has been received by them but yet again I haven’t received an acknowledgement. It seems unreasonable and discourteous to ignore patients correspondence. Is there a customer service charter that should be followed by staff in NHS Lothian in regards to patient correspondence? What other action can I take, apart from lodging a complaint with patient experience, to prompt a response?


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Responses

Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 4 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 25/09/2019 at 17:37
Published on Care Opinion at 17:37

Dear Popppy

I am sorry to read your feedback to us, where staff have not yet acknowledged your correspondence. I can only imagine how frustrating this must be for you.

I see that you have already contacted the Patient Experience Team. We are a busy team and deal with a significant amount of correspondence on a daily basis. I am sorry that it has taken us a few days to get back in touch with you. Hopefully we have offered the complaints the route to you, should you wish to consider this option.

In the meantime l have shared your feedback with the teams..

Once again please can l apologise for your experiences.

Kind regards

Jeannette

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