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CAU Ayr Hospital

Posted By eaglebq84

"CAU Ayr Hospital"

About: University Hospital Ayr / Combined Assessment Unit (CAU)

(as a service user),

When I arrived at CAU and nobody was at the reception desk. I stood for about 10 mins then went outside then came back in. The receptionist was eating their dinner so had to interrupt them and gave them my name and they told me to have a seat and continued to eat their meal. 

4 hours later I was still sitting and the urology doctor actually phoned me to see why I hadn’t turned up. Said I had sat in CAU waiting room for 4 hours without being seen. Seems nobody had arrived me when I first came in 

I know the NHS is going through a tough time just now but I feel this should not be allowed to happen. Hopefully steps are taken so this does not happen again. 

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Responses

Response from Robert Bryden, Head of Health Records, Health records, NHS Ayrshire and Arran about a year and a half ago
Robert Bryden
Head of Health Records, Health records,
NHS Ayrshire and Arran

Submitted on 26/10/2022 at 16:00
Published on Care Opinion at 16:00

Dear eaglebq84,

We are sorry that you were unable to be greeted on arrival at the Reception Desk at Combined Assessment Unit (CAU) at UHA.

The reception desk is generally staffed daytime by two staff members and in the evening by one. Whilst staff are based at reception they require to leave the office at times to speak with clinical staff and to access patient records and documentation.

As all patients attending CAU are pre-arranged via General Practice or Ayrshire Urgent Care Service patients are therefore expected and have already been pre-admitted at the time the referral has been accepted so therefore the receptionist would only have required to record your arrival in the department. The Receptionist has no role in agreeing when a patient can proceed into the clinical area as this is controlled by the nursing team.

I am sorry that our service has fallen short of what we would have expected and will share your post with our Team for reflection and learning.

Regards

Robert

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