"Failure to advise about delay at CT Scan appointment"

About: Crosshouse Hospital / Trauma & orthopaedics

(as a relative),

My mother and I arrived 15 minutes before our appointment and handed the appointment letter to the person in charge of the reception desk. We were told to sit in the waiting area. Five minutes after the appointment time I approached the desk to ask when my mother would have her scan. (I should point out that my mother is 95 years old and quite frail).

Only at this point were we told that there would be a 30 to 40 minute delay. My point is that we should have been told this when we arrived. We could then have made an informed decision whether to wait or reschedule.

It appeared to me that the staff had no consideration for those awaiting their appointments and felt it was acceptable to simply tell them to sit in the waiting and then ignore them rather than engage with them and keep them informed of what was happening

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Response from Kate MacDonald, Business Manager, Nurse Directorate, NHS Ayrshire and Arran, NHS Ayrshire and Arran

picture of Kate MacDonald

Dear Ms SA

Thank you for using Patient Opinion to make contact with us and for telling us about the time you and your mother had to wait for her CT Scan, without being informed of the appointment running 30-40 minutes late. I do understand your frustration.

We take communication with our patients very seriously and we should have told you and your mother that the appointment would not be happening at the scheduled time, when you arrived. This giving you an opportunity to make an informed decision.

I will be passing your posting onto the Healthcare Manager who covers this medical area, who will feed your comments back to the team, to remind them of the importance of keeping patients and their familes / carers better informed of how the clinic is running on a particular day.

If I can assist further, please do make contact with me on kate.macdonald@aapct.scot.nhs.uk.

I do hope that your mother's CT Scan went well.

Kind regards


Kate Macdonald

Patient Opinion Coordinator

NHS Ayrshire and Arran

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