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Getting an update on pre-assessment

Posted By Mumeyesbetter

"Getting an update on pre-assessment"

About: University Hospital Hairmyres / Ophthalmology

(as a service user),

Called the eye clinic and got put through to a member of staff. I asked for an update on what was happening with regards to appointments commencing again. I was shut down straight away and told that I would "just have to wait, a letter will be sent". I thought the staff member sounded as if they were half asleep, and sounded like they just couldn’t care less.  I found the tone to be a disgrace.  

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Response from Rick Edwards, Service Manager Surgical & Critical Care, University Hospital Hairmyres, NHS Lanarkshire 3 years ago
Rick Edwards
Service Manager Surgical & Critical Care, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 28/07/2020 at 08:13
Published on Care Opinion at 08:13

picture of Rick Edwards

Dear Mumeyesbetter,

Please accept my apologies for your disappointing contact with the service recently; this is not the standard of communication I would expect from the team. It's important for us as an organisation to reflect on our standards of service through patient feedback and I'll share your feedback with the team for reflection and discussion at our weekly meeting.

I'm sure you'll appreciate that we are doing our best to recover and resume services safely in line with Scottish Government guidance. All clinicians have reviewed their waiting lists to ensure patients are prioritised according to clinical need.

If you contact my colleagues in Patient Affairs and provide your details I'll be pleased for a member of the team to contact you with an update.

patientaffairs.hairmyres@lanarkshire.scot.nhs.uk Tel No:01355 585325

Kind regards

Rick

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