"I feel assumptions have been made about me."

Dear MsF

I was saddened to read of your experiences and would be grateful if you would consider making contact with me in order that I can arrange for the circumstances to be reviewed in detail as a matter of urgency. No-one should feel that their personal situation has been dismissed, nor that responses have been provided on the basis of inaccuracies or assumptions.

I am sorry that this experience has left you feeling disheartened and want to ensure that everything possible is done to rebuild your trust and ensure you are satisfied that you have received personal attention - based on all of the facts about you and your situation.

I can be contacted via email at Craig.White@aapct.scot.nhs.uk or on 01292 513607.

Yours respectfully,

Professor Craig A White

Assistant Director, NHS Ayrshire and Arran

One of the very helpful aspects of Patient Opinion is that it provides a way for people to make direct contact to share their thoughts, feelings and questions about experience of services. It is also a way for other people to gain a sense of what matters most to the people who have been in contact with our staff and services. For example, MsF's story has been read by 61 other people so far.

NHS Ayrshire and Arran wants to work more closely with people to support our commitment to learning and improvement. I was pleased today that MsF made contact with me as requested - we have agreed to review the specific circumstances of events and their impact on her. I wanted to share this with the wider 'readership' of the Patient Opinion site as others who read this story might be interested in what is happening.

MsF and I will discuss how best we can capture what happens next when we have talked about the issues and I have reviewed the background with colleagues involved.

Watch this space ......

Craig White

Assistant Director, NHS Ayrshire and Arran

We had a very productive first conversation earlier this week, during which I was able to explain that I had requested a copy of the letter to review it for myself - and importantly to emphasise that this absolutely must be reviewed, that staff need to understand and reflect on the damaging impact of the content, ensuring that no-one else receives insensitively phrased correspondence like this.

This was only my personal reaction of course. Given that we agreed this should be looked at as part of NHS Scotland Complaints procedures established under the Patients Rights Scotland 2011 Act, I agreed to discuss with the staff member and the Clinical Director of the service concerned. I spoke with the Clinical Director today and we have agreed that I will pass through all of the information (including my notes of our call) so that this can be considered in the detail required.

Although I will obviously be in touch with you personally as progress is made in reviewing this formally as a complaint, I thought that given that 184 other people have read our postings on the site - we have an opportunity to share the commitment we agreed on the phone of the importance of working together to ensuring that the necessary learning and improvement commitment is identified.

Thanks again,

Craig W

Assistant Director, NHS Ayrshire and Arran

Dear MsF

I am sorry that I have not provided an update before now. As you know, I have moved on from my job at NHS Ayrshire and Arran - though we had agreed that I would remain in contact and monitor the actions required in order to review and respond to the undesirable experience that you had. The staff member involved has now provided some written comments. I have reviewed these and now asked that further discussion take place with the Clinical Director of the service, ensuring that there is specific consideration of your wish to support a greater understanding of the impact of what happened, ensuring that the behaviours that contributed to this are addressed for people in the future. I have also had the chance to speak in person with the Clinical Director to underline the importance of supporting further reflection on the need for change and improvement.

My plan is to seek an update on the outcome of these conversations during January and make contact with you again in person then to update you - including the need to 'check-in' with you in relation to the options for a meeting with staff, supporting them to engage with your care experience - identifying changes that might need to happen at the level of individual clinical practice, team processes and the wider model of care perhaps within that part of the service.

With ongoing thoughts and all good wishes for your 'newly found medical situation',

Best regards,

Craig White

Assistant Director, Nurse Directorate