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Taken off the list for orthopaedics

Posted By Monty123

"Taken off the list for orthopaedics"

About: University Hospital Wishaw / Trauma & orthopaedics

(as a service user),

Following an x-ray at Hairmyres Hospital in mid-July, I received a letter 6 days later stating that I was being removed from a list as I had not returned the documentation sent to me.

I was in complete shock as I had NOT received any such documentation and was also concerned that this decision had NOT been verified by a consultant.

There was a contact number on the letter. However after numerous phone calls and leaving messages no one had got back to me.

I then went to Wishaw General and the consultant there informed me that the documentation referred to in the letter was a questionnaire requesting more information on my injury and how it was affecting my day to day living. As this was a fracture clinic he stated he could not help me, but to continue phoning and to write a letter which I have done to the manager, Orthopaedics and Patient Affairs.

I also question how a letter dated 6 days after my x-ray provided enough time from my x-ray to sending out the information via the post completing and retuning it, when it took eight days for me to receive the letter taking me off the list.

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Responses

Response from Jean MacDonald, Quality Improvement Co-ordinator, NHS Lanarkshire nearly 2 years ago
Jean MacDonald
Quality Improvement Co-ordinator,
NHS Lanarkshire

Submitted on 09/08/2022 at 12:50
Published on Care Opinion at 12:50

picture of Jean MacDonald

Good afternoon Monty123

Many thanks for sharing your experience via Care Opinion regarding your recent issues.

I am sorry to read of your concerns and certainly sympathise with your situation. This is not the Person Centred Care we would expect patients to receive.

May I request you contact my Patient Affairs colleagues to allow for investigation and to obtain more details of your issues.

PatientAffairs.Wishaw@lanarkshire.scot.nhs.uk or telephone: 01698 366558

Again, please accept my apologies.

Kind regards

Jean

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Update posted by Monty123 (a service user)

Can't get a response on phone number mentioned - it is still taking me to a voice mail

Response from David Murray, Acting Orthopaedic Service Manager, Trauma and Orthopaedics, NHS Lanarkshire nearly 2 years ago
David Murray
Acting Orthopaedic Service Manager, Trauma and Orthopaedics,
NHS Lanarkshire

Submitted on 09/08/2022 at 14:41
Published on Care Opinion at 14:41

Dear Monty123,

I am sorry to hear of the difficulties you are having. I have received your letter today. I have also passed the letter onto the clinical team and the Patient Affairs team.

The clinical team are investigating this and will come back to you directly to assist with the matter.

Best Wishes

David Murray

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Update posted by Monty123 (a service user)

Many thanks to the staff who responded to my complaint and especially to Mr Kinniburgh, Consultant Physio, for his dedication, support and understanding throughout the process.

As a direct result, staff now have a better understanding of the patient's perception of the wording of the orthopaedic letters and are reviewing how this can be amended. They are also looking at the message of the answer machine and changes are being proposed to address this.

This will help to make things easier for patients in the future.

Thanks again.

Monty 123

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