"Promised call from eye doctor did not happen"

About: Gartnavel General Hospital / Ophthalmology (eye problems) (Ward 1c) Gartnavel General Hospital Ophthalmology (eye problems) (Ward 1c) Glasgow G12 0XH University Hospital Hairmyres / Ophthalmology University Hospital Hairmyres Ophthalmology G75 8RG

Posted by kipper24 (as a service user), 3 years ago

Was phoned from an NHS number last week to tell me a consultant would phone me Monday at 10am re eye problems.
No call came. Eventually I got through to Gartnavel and explained. After a long silence the person said: "No one phoned?" After another long silence: "All I can do is email the consultant."
So I've been waiting now for nearly a year since referral to arrive at this situation, via optician, GP, Hairmyres, then Gartnavel.
Utter despair. Not impressed at all.

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Responses

Jean MacDonald

Quality Improvement Co-ordinator,

NHS Lanarkshire

Submitted on 25/02/2022 at 17:06

Published on Care Opinion at 17:06

Dear kipper24
Many thanks for sharing your experience regarding your ophthalmology call.
I am sorry you feel let down with this service.
Can I please request you contact my Patient Affairs colleagues at University Hospital Hairmyres to discuss your concern.
PatientAffairs.Hairmyres@lanarkshire.scot.nhs.uk or telephone 01355 585325
kind regards
Jean

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Lesley Mallon

Risk Management Facilitator, University Hospital Hairmyres,

NHS Lanarkshire

Submitted on 28/02/2022 at 15:34

Published on Care Opinion at 15:34

Dear Kipper24
Thanks for making contact as requested by my colleague Jean. I was sorry to hear that you did not receive your telephone consultation as scheduled from Gartnavel General Hospital and are still waiting for a rescheduled date. Hopefully they will be in touch with you in due course. In relation to your contact details held within NHS Lanarkshire, I can confirm that these have now been amended as requested.
Kind regards.
Lesley

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Nicole McInally

Patient Experience and Public Involvement Project Manager, PEPI,

NHS Greater Glasgow and Clyde

Submitted on 01/03/2022 at 09:59

Published on Care Opinion at 09:59

Dear Kipper24
I am sorry that you didn’t receive your phone call to discuss your eye problems. Can you please contact Debbie Macintyre, Lead Nurse for Ophthalmology on 07944348042 so that Debbie can give you an update?
Thank you
Nicole

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Nicole McInally

Patient Experience and Public Involvement Project Manager, PEPI,

NHS Greater Glasgow and Clyde

Submitted on 03/03/2022 at 09:31

Published on Care Opinion at 09:31

Dear Kipper24
Thanks very much for contacting Debbie and I am glad to hear that Debbie managed to re-arrange your appointment.
Take Care
Nicole

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Update posted by kipper24 (a service user) 3 years ago

First let me say what a pleasure it was to deal with Debbie Macintyre on the phone regarding this never ending saga. The only person I've dealt with in this that listened to me, understood and actually did something. So big thankyou Debbie.
The result was that eventually I was phoned by a doctor, who talked me through the op and agreed to go ahead. On the 27th of April I had a letter, and was given a date for my eye operation, along with two other letters asking me to attend for assessment and for Covid testing. Then I was to have my op at the end of May. I was elated, nervous but elated. As there is a 10% chance it may not work.
This morning however my hopes were scattered once more to get a phone call from the Secretary telling me that a wee mistake has occurred.
She had just been told by the Doctor that Friday was for emergencies only! I am not aware of emergencies only taking place on Fridays but hey ho! I had a gut feeling this was going to happen.
So now the list is being rescheduled and they will be in touch with me to tell me of the new date which could be July as the Doctor is not available.
So back to square one for me. meanwhile my left eye keeps getting worse, I'm beginning to think the undertaker will get me first.
Two years since this saga began. To say I am disappointed would be an understatement.

Nicole McInally

Patient Experience and Public Involvement Project Manager, PEPI,

NHS Greater Glasgow and Clyde

Submitted on 12/05/2022 at 08:57

Published on Care Opinion at 08:57

Dear Kipper24
Thank you for your feedback.
Your feedback had been shared with the Ophthalmology Team and I understand that Debbie has spoken to you about the postponement of your surgery.
We would like to apologise for the delay and for the disappointment this has caused and will be in touch with a rescheduled date.
Kind Regards
Nicole

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