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Waiting on biopsy results.

Posted By Son of the injured

"Waiting on biopsy results."

About: General practices in Lanarkshire University Hospital Monklands / Day Surgery

(as a service user),

Still waiting on biopsy results after 6 weeks.

My 90 year old mother was given an endoscopy at Monklands University Hospital Airdrie in August this year.  It was a follow up after having a short stay in hospital due to internal bleeding.  It all went well and she was treated well and respectfully by staff.  I wasn’t able to stay at the hospital during the procedure due to Covid protocols.  This wasn’t an issue.

After the procedure we were told the biopsy results would be available through our GP.  We are keen to get these as it may result in lowering the dosage of her medication.
I asked our GP about results four weeks later, towards the end of September, and was told that they had not yet heard.

The GP surgery seems to have changed their rules during the pandemic - without informing the people who’ve been on their books for up to 90 years.

Apparently you can no longer get your prescriptions as before, nor do they now deal with your flu jab, or Covid jab.  Recorded messages tell you to call NHS 24 or NHS 111, etc. when you listen to more recorded messages and never seem to get answered.  

How are you supposed to keep up with all this when you are 90 and not on the internet?   It’s confusing enough for me, her son, and I’m only 64.

There is an assumption that you simply know the system despite the fact that you’ve lived your life blissfully not needing it. When you do need it then you have a major disadvantage.

I’m still waiting for my mothers biopsy results. I’ve been waiting over 6 weeks.

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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 18/10/2021 at 12:03
Published on Care Opinion at 12:03

picture of Lesley Mallon

Dear By Son of the injured

Thank you for taking the time to post details of your mother's recent experience on Care Opinion.

I was pleased to read that you were satisfied with the care and treatment your mum received by staff who were performing the endoscopic procedure. Please be assured that I will share your comments with the team involved. Thanks for the lovely comments.

I was however very sorry to learn that your mum has not yet received the outcome of the endoscopy via her GP practice and would offer my sincere apologies for that. In relation to your comments around your GP practice, I can advise that GP’s are independent contractors who are responsible for investigating and responding to any concerns a person may have about their service; they are not registered to respond directly to feedback through Care Opinion. I would therefore invite you to contact the Practice Manager if you would like a direct response about the service you experienced.

I hope your mother is now feeling better and recuperating comfortably at home.

Kind regards.

Lesley

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Update posted by Son of the injured (a service user)

Thank you Lesley, your explanation is useful to me as I assumed that matters concerning your health were linked.

I have tried explaining to my GP practice but I find it very difficult and dependant upon who is manning reception.

The pandemic threw me into chaos. I’m classified as shielding so had to stay away from public spaces. Phone calls went unanswered, suddenly cut-off, or went to repetitive recorded messages. Suddenly we went from a lifetime of contacting your GP for all health matters to “we don’t do that anymore”.

In the past year I’ve had difficulties with my mothers prescription, my own prescription. What had operated well for 20 years suddenly didn’t work. GP practice and pharmacy played ping-pong with you, each saying it had nothing to do with them. I was forced into the public whilst infection rate is still high and I’m still immune suppressed when my mothers medication suddenly stopped. It seemed a blood test was required - we didn’t know - how could we? Yet it was sufficient reason to let her go without medication. The holiday weekend meant it was four days.

I’m sorry for going on about the issues I’m having as they don’t concern your department. I’ll be persistent with my GP surgery but since there is no way to easily contact them it’ll be difficult. Their website doesn’t allow contact. Emails go unanswered/unread. I’ve had the odd success depending on who the receptionist is but it seems impossible to explain more than one issue at a time.

Thanks again for your explanation.

Son of the injured

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 18/10/2021 at 17:40
Published on Care Opinion at 17:40

picture of Lesley Mallon

Dear Son of the injured

Thank you for responding to my post. I'm very sorry to hear of the difficulties you have experienced and can fully appreciate how frustrating and upsetting this has been. If you would like me to pass on your details to the practice manager, to try to resolve your concerns, please email me with your name and a contact telephone number and the details of the GP practice. Please note, that your mother's consent will be required before any discussions can be held in relation to her ongoing care and treatment. My email is lesley.mallon@lanarkshire.scot.nhs.uk. Please quote care opinion reference 886499 in your email.

Best wishes

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 19/10/2021 at 16:51
Published on Care Opinion at 16:51

picture of Lesley Mallon

Dear Son of the Injured

Thank you for getting in touch as requested. Your details have now been passed to my colleagues in Patient Affairs.

Best wishes.

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 22/11/2021 at 09:53
Published on Care Opinion at 09:53

picture of Lesley Mallon

Dear Son of the injured

Thanks for your email. I'm delighted to read that the issues you shared have now been resolved by the practice manager, although it did take a wee while to sort out.

Kind regards.

Lesley

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