"Letter from hospital did not have paid postage"

About: Crosshouse Hospital / Trauma & orthopaedics

(as the patient),

I received a letter from the hospital confirming my appointment. However, the letter wasn’t paid for and I had to travel to the post office and pay £1. 53 to receive it.

I’m concerned that had my husband not had taken me then I wouldn’t have known about my appointment, and I would’ve missed it. The letter itself was sent from the consultant.

I received treatment for a dislocated shoulder as I had a chipped bone. The treatment itself was good.

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear Glowing817,

I am so sorry that you had to pay to collect the letter with your appointment details. Appointments are precious and to miss it would have been a real shame and it may have been difficult to reschedule.

I will ask the manager of the service to remind the staff to check all mail carefully so it will hopefully not happen again.

I am sure we could arrange to reimburse this to you if you would like, although I appreciate this is not only about the cost of the letter, it is about the inconvenience and the implications of missing your appointment.

If you do wish reimbursed, please contact me on 01563 826222 or email me at eunice.goodwin@aapct.scot.nhs.uk.

I am very pleased your treatment went well and I wish you a speedy full recovery.

Kind regards,


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