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Appointment problems with diabetic retinal screening

Posted By Family member & Carer

"Appointment problems with diabetic retinal screening"

About: Western Isles Hospital

(as a carer),

I took my mother for her DRS appointment in Stornoway recently.

When we entered  and booked in, we learned that she had not one but two appointments booked that day for separate procedures (both at different times of the day). We had not been given any notification of the later appointment by the Diabetes Centre and I could not take 4 hours away from work to attend with my mother (who required assistance attending and at appointment).

Thankfully the kind staff at Robert Doig's offered us a free appointment two days later where both procedures could be done at same time.

I understand this was not the first time there was a breakdown in communication between Diabetes Centre, Opticians and patients, having experienced similar on two previous occasions. Systems and procedures need to be better at communicating with each other in Diabetes service.

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Responses

Response from Denise Symington, Patient Focus Public Involvement, Clinical Governance, NHS Western Isles 2 years ago
Denise Symington
Patient Focus Public Involvement, Clinical Governance,
NHS Western Isles

Lead Advisor to NHS Western Isles on Public Engagement

Submitted on 27/05/2021 at 14:43
Published on Care Opinion at 14:43

Dear Family Member and Carer

Thankyou for taking the time to provide feedback on your recent experience of Diabetic Retinol Screening.

Please accept our apology for the confusion over your two appointments and the lack of notification. I have passed on your comments to the Diabetic Service. I have been advised that only appointments for Diabetic Eye Screening are automatically generated through the Optomize Diabetes Eye Screening System and that the Optometrists have a separate booking system for other tests. This may have led to double booking on the same day, for this please accept our apology.

However, to confirm the source of these appointments we would require some additional information and would be happy to investigate this further should you wish to provide us with your contact details either by contacting myself on 01851 708069 or directly to the Head of Service -Jane Gillion on jane.gillion1@nhs.scot.

kind regards

Denise Symington

Patient Focus Public Involvement

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