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Waited in all morning for call from consultant

Posted By Lizard24

"Waited in all morning for call from consultant"

About: Crosshouse Hospital / Dermatology

(as the patient),

I have waited in all morning for a scheduled call from a dermatology consultant, it is now the afternoon and still no call.

I called the hospital who transferred my to the ward and no one answered I was just kept on hold listening to music for ages. I then tried to call the consultants secretary who did not even take my name or hospital number. 

I am very frustrated I have even put the phone down on calls just to keep the phone line open all morning.

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Responses

Response from Sandra Hanlon, Ward 2E- Dermatology and Dermtology OP, Crosshouse Hospital, NHS Ayrshire and Arran 4 years ago
Sandra Hanlon
Ward 2E- Dermatology and Dermtology OP, Crosshouse Hospital,
NHS Ayrshire and Arran

Submitted on 13/10/2020 at 10:10
Published on Care Opinion at 10:10

Dear Lizard24

Firstly I would like to apologies for the length of time it has taken for me to respond, this was due to me being off work and then having IT difficulties which the Care Opinion team have kindly helped me with so that my reply could be posted.

I am very sorry to hear of your experience as we try to ensure that telephone consultations are kept to the time allocated. I certainly understand your frustration at not being able to get through to a staff member who could help and we can all relate to being left on hold with music that doesn’t soothe the tension you are feeling. During the pandemic the Dermatology service has had to completely change how we provide care, we are trying to work in new ways and telephone consultations are part of this but because you didn’t get the call when expected you have been left in limbo the whole day which I can only apologise for.

I will share your post with the wider team, including the medics, nurses and secretaries as we need to ensure that your experience is the exception rather than the rule. To help me understand why you were not contacted at the allocated appointment time I would be extremely grateful if you could contact me on 01563 827923, I can then gain more details which will allow me to investigate the matter further.

Kind regards

Sandra Hanlon

Senior Charge Nurse

Dermatology

University Hospital Crosshouse

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