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Care Opinion

Ease of service

Posted By chamaeleonts69

"Ease of service"

About: Victoria Hospital / Outpatients Victoria Hospital / Plastic Surgery & Burns

(as the patient),

I have ongoing treatment with the Plastics Dept Wound Dressing and this week appointment was moved to Victoria Hospital Kirkcaldy. On approaching door for entry (Phase 1 Orthodontic Dept) the sign on the door advised that no entry was allowed and that all entry was via Phase 3 reception. On gaining entry I then was dealt with very efficiently by the dressing nurses but again encountered a problem that they were unable to make my next appointment, at a different hospital and that to do so I would need to go to main outpatient reception which is a long distance away. I find this ludicrous and suggest that as I had a foot injury asking me to travel to/from the other end of the hospital when simply having an electronic system that allowed the nurses to allocate the appt would be infinitely more sensible.

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Responses

Response from Arlene Brown, Head of Nursing, Planned care, Planned Care, NHS Fife 2 years ago
Arlene Brown
Head of Nursing, Planned care, Planned Care,
NHS Fife

Submitted on 08/05/2021 at 10:17
Published on Care Opinion at 10:17

picture of Arlene Brown

Dear chamaeleonts69,

I was sorry to read that you were required to walk quite a distance to make your own follow appointment and how difficult this was as you had a foot injury. This is not the standard of care we would wish our patients.

I understand that this problem has now resolved for patients in the future and I thank you for bringing this to our attention.

I am pleased that you were happy with the care you received from the plastic nursing service.

Regards Arlene

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Response from Deborah McCallum, Surgical Nurse Practitioner, Plastic Surgery, Planned Care, NHS Fife 2 years ago
We have made a change
Deborah McCallum
Surgical Nurse Practitioner, Plastic Surgery, Planned Care,
NHS Fife

Submitted on 10/05/2021 at 10:05
Published on Care Opinion at 10:18

picture of Deborah McCallum

Dear Chamaeleonts69

Thank you for providing the Plastic Surgery Nursing Team with feedback on your challenging experience when attending our newly reinstated dressing clinic at the Victoria Hospital Kirkcaldy (VHK). Post Covid-19, we have relocated to more amenable accommodation, within the orthodontic department, to comply with Coronavirus infection control and social distance guidance.

We were not aware of the signage at the Phase 1 entrance redirecting patients to the Phase 3 entrance but please be reassured we will look into this on your behalf.

We are pleased your encounter with the Plastic Surgery Nursing Team remained efficient.

We were aware that all patients from a variety of specialties attending the orthodontic department could not make follow up appointments at the reception desk but we were not offered a resolution to this prior to recommencing our clinics.

Subsequently, and prior to your feedback, we received agreement that all Plastic Surgery patients will, in future, be able to arrange their follow up appointments at the orthodontic reception, including appointments required for other NHS Fife hospitals. This should negate the need for long walks to the other end of the hospital.

We know it will not be seamless as we adjust to our new accommodation and feedback similar to yours will be valuable in shaping our service delivery at the VHK and in ironing out any teething problems.

We are so sorry that you had to travel, with a sore foot, to the other end of the hospital and we hope that you can be reassured that this will not be the case on any return visit you may have to our dressing clinic in Kirkcaldy.

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