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Care Opinion

Poor processes

Posted By MrH

"Poor processes"

About: Lanarkshire Community Services / Podiatry

(as a service user),

I currently have a very sore toe which has, in the past, been prone to an ingrown toenail. 

I was told by my GP Surgery I must collect a form from them, fill in the form, post it to my local podiatry centre and wait for an appointment. All while I have a toe which is painful and affecting my ability to walk. Seems very long winded and unnecessary. 

To see if I could secure an urgent appointment, I called Douglas St for advice and was advised that due to Covid 19, the podiatry surgery was closed but I could call the podiatry line for advice. 

I have now called that line and spoke to a rather unfriendly person. I explained my toe pain, to be told I must do all of the above and send a completed form to the health centre in which they no longer work! 

When I asked how long it generally takes from form to appointment, I was told I’d be contacted in “due course”. When I again tried to confirm the timescales I’d need to live with the pain, I was told again told “in due course”.

Overall, very unhelpful person and a horrendous process for someone who is in pain. 

After some research I can also see that NHS Lanarkshire Podiatry seems to be the only service across Lanarkshire, and even NHS in central Scotland which seems to be stuck in the 90’s with forms to be filled in and posted. 

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Responses

Response from Gillian Taylor, Team Leader, Podiatry Services, NHS Lanarkshire 3 years ago
Gillian Taylor
Team Leader, Podiatry Services,
NHS Lanarkshire

Submitted on 10/09/2020 at 09:55
Published on Care Opinion on 11/09/2020 at 09:12

Thank you for taking time to write to us, sorry you have felt the need to express your dissatisfaction.

At this present time due to 'Covid-19' restrictions the podiatry service is going through a recovery process. From 16th March until now we have continued to provide a wound care service for high risk patients and other parts of the service were stood down. We are currently working through a recovery to re-introduce services within health centres which were previously closed and work through existing caseload of patients who's appointment were cancelled or put on 'hold'.

Prior to the Covid-19 pandemic and throughout these current circumstances accessing the podiatry service process has not changed. We ask for a referral form to be completed by GP/Health professional or patient. The information on this referral allows us to triage the referral to the appropriate sub speciality to ensure the patient is seen by a podiatrist with suitable skills and knowledge to treat the problem. Prior to Covid-19 the government had set a 12 week target of referral to treatment, under the current situation with Covid-19 we have been unable to meet this target however, all urgent referral will be triaged appropriately.

If you require any further information please contact Blantyre Health Centre 01698 727545.

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Update posted by MrH (a service user)

Hello Gillian, thank you for your reply.

I note that your reply doesn’t address my points around 1) why the NHS Lanarkshire podiatry referral process exists as the only manual one I can find in Scotland,

2) the lack of a way to secure an urgent appointment with your team outside of posting letters

3) the unfriendly and unhelpful person manning the telephone line.

I also note no mention of anything which suggests an interest or aim to improve on any the negatives that I’ve raised.

The 01698 727545 number you mentioned above is the number I refer to in my initial post, where I called and was met with a wall of unhelpfulness.

I read your reply as “this is how things work, and we’re not interested in feedback”. I now feel that there is no point in raising concerns about this service.

Response from Dr Claire James, Deputy Head of Profession, Podiatry Services, NHS Lanarkshire 3 years ago
Dr Claire James
Deputy Head of Profession, Podiatry Services,
NHS Lanarkshire

Submitted on 17/09/2020 at 12:16
Published on Care Opinion at 12:34

Thank you for you reply. I think your queries would be better addressed over the phone. Could you give me a call on 01698 381006 at your convenience to discuss further. Should I be unavailable, could you leave details so that I can contact you.

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