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Endoscopy appointment booking line

Posted By Madge51

"Endoscopy appointment booking line"

About: University Hospital Hairmyres / Emergency Department University Hospital Hairmyres / Endoscopy

(as the patient),

Had a stomach bleed (not fresh blood) went to A & E. Told I needed an urgent endoscopy. Received a letter to ring for an appointment.   At first I was told my position in the queue which didn't change for all of 6 minutes.   Hung up & tried when I thought the line would be quieter. New message said to leave name & Chi & someone would get back to me asap.   When will asap be?

I'm bleeding regularly & vomiting dark brown blood.   I'm on nutritional supplements, a very beige diet.   If I add fruit & vomit, it's all bleached by stomach acid. I have severe GI involvement as a result of Systemic Sclerosis.   I'm hoping I don't have stomach cancer.   How long will I have to wait for this urgent endoscopy?

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Responses

Response from Lesley Mallon, Risk Management Facilitator, University Hospital Hairmyres, NHS Lanarkshire 2 years ago
Lesley Mallon
Risk Management Facilitator, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 16/09/2021 at 14:51
Published on Care Opinion at 14:51

picture of Lesley Mallon

Dear Madge51

Thank you very much for taking the time to post your experience on Care Opinion.

I was so sorry to hear of the difficulties you are experiencing and note that you have been unable to speak to anyone to assist with booking an urgent appointment for an endoscopy.

Would you mind emailing with your personal details (name, address, postcode, contact telephone number and date of birth), so that I can pass on your details to the endoscopy co-ordinator and ask that someone gives you a call back, to avoid any future delays.

My email is lesley.mallon@lanarkshire.scot.nhs.uk. Please quote your care opinion username and careopinion referenence 877077.

Thank you.

Lesley

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Update posted by Madge51 (the patient)

This takes the biscuit! My email to you Lesley got an out-of-office response until Sept 20th.

Response from Lesley Mallon, Risk Management Facilitator, University Hospital Hairmyres, NHS Lanarkshire 2 years ago
Lesley Mallon
Risk Management Facilitator, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 20/09/2021 at 16:28
Published on Care Opinion at 16:28

picture of Lesley Mallon

Dear Madge51

Thanks for getting in touch with me as requested. I note your comments above and would apologise that you received an out of office response in reply to your email, however, please be advised that my working week is Monday to Thursday, 9-5pm and your email wasn't received until 11pm on the Thursday evening. As intimated I have passed your details onto the Endoscopy Co-Ordinator and asked her to get in touch with you.

If you feel you would prefer to contact the Patient Affairs Team on site for further assistance you can email them on PatientAffairs.Wishaw@lanarkshire.scot.nhs.uk.

Kind regards.

Lesley

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Response from Lesley Mallon, Risk Management Facilitator, University Hospital Hairmyres, NHS Lanarkshire 2 years ago
Lesley Mallon
Risk Management Facilitator, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 21/09/2021 at 11:28
Published on Care Opinion at 13:14

picture of Lesley Mallon

Dear Madge51

Following on from my post above, I am pleased to hear that you have now been provided with an appointment date for your procedure and would offer my sincere apologies for the delays you experienced. I can advise that the booking line is receiving a high volume of calls at the minute and the department is also currently experiencing some staff shortages. I understand that patients are given the option throughout the call to leave a message by pressing option 1. From the email you sent you detailed some other issues and would suggest that you contact the Patient Affairs Team at University Hospital Wishaw if you require assistance with these matter. Their details are noted in my previous response to your post.

Kind regards.

Lesley

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