"Keeping patients waiting"

About: University Hospital Hairmyres / Outpatients Department

(as a service user),

Have waited five months to see a consultant and then I get a letter in the post today telling me that my appointment has had to be cancelled because of COVID no indication on when I might see a consultant but thanked me for my patience. Why couldn’t I have been informed earlier? Why wait five months?   did phone to complain but the phone number I was given merely told me “ that this number is incorrect “ so is the policy of keeping patients waiting only to have their appointments cancelled. No apology just blame it on COVID-19. It would benefit South Lanarkshire health board better if you had a complaint system that worked instead of paying lip service.


Response from Rick Edwards, Service Manager Surgical & Critical Care, University Hospital Hairmyres, NHS Lanarkshire 4 days ago
Rick Edwards
Service Manager Surgical & Critical Care, University Hospital Hairmyres,
NHS Lanarkshire
Submitted on 30/07/2020 at 12:54
Published on Care Opinion at 12:54

picture of Rick Edwards

Dear Scunerred,

Please be assured that we are working hard to recover and restart services whilst adhering to Scottish Government guidance on physical distancing. This has obviously had a significant impact on the traditional model of attending hospital for a consultation. NHS Lanarkshire Clinical Services have reviewed their patient lists and people are now being prioritised for appointments and operations due to clinical urgency.

We are also making good use of technology to provide near me (attend anywhere) digital consultations as well as doing telephone consultations.

I realise the cancellation may be a disappointment for you and I apologise for the difficulty you experienced. The relevant service will be in contact in due course to advise on future activity.

In the meantime, I'd advise you contact your GP, Pharmacy or Optician if you need help or advice; you can find details on the NHS Lanarkshire website nhslanarkshire.nhs.scot.uk and NHSinform www.nhsinform.scot provides self-management guidance and advice.

Kind regards


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