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"Confusing letters"

About: Forth Valley Royal Hospital / Outpatients

(as the patient),

I find myself echoing a similar posting from some time ago from a person called Juleah.

I received a letter this morning from a BAU contingency clinic inviting me to a telephone appointment with a surgeon I’ve never heard of. Firstly, I have no idea what a BAU contingency is, and nothing in my grasp of English language gives me any clue to the meaning.

Secondly, at the top of the letter I’m instructed in shouty capital letters not to attend the hospital. Whereas I’m later invited in a quieter font to attend a certain outpatient area at the hospital I’m not to attend.

I assume I’m to follow the instructions in the moron-targeted capitals, but really, it’s not good enough.

More about:


Response from Pauline Donnelly, Person Centred Patient Experience Coordinator, Department of Nursing, NHS Forth Valley last week
We are preparing to make a change
Pauline Donnelly
Person Centred Patient Experience Coordinator, Department of Nursing,
NHS Forth Valley
Submitted on 07/09/2021 at 14:12
Published on Care Opinion on 08/09/2021 at 11:38

picture of Pauline Donnelly

Dear Gandl333

Thank you for taking the time to get in touch, firstly may I apologise for the delay in responding to your story. I really appreciate you sharing your feedback. It gives us the opportunity to look at how we can make things better.

I would like to re-assure you, the feedback from yourself and Juleah has been shared with a number of staff across NHS Forth Valley, and we are in the process of making improvements to patient letters.

Since your story was posted, I can confirm that a small group that includes key members of staff, including staff from our Communications Team and the Person Centred Team have met to review the letters.

The letters will be clearer, will have less jargon, and we are also taking into account the tone of the letters, we really don't want to cause upset and distress to our patients.

I do hope that this gives you reassurance that we have taken your feedback seriously and are now in the process of making changes.

Kindest regards


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