"Wrong information given "

About: Ninewells Hospital

(as a carer),

My husband had an appointment at plastics and the Patient Transport was arranged by the ward. I called the PTS and it was confirmed that is was booked. I waited and waited, then called the ward to let them know transport never arrived, only to find out the ward had confirmed the wrong address with them so resulting in no appointment.

I was called by the ward that an new appointment was made and PTS was booked again. I called PTS to find out that no transport was booked. Déjà vu me thinks, but it was booked for next week. I have just called the ward to find out what was going on and they have changed the appointment without informing me. Typical result of dreadful communication from Ninewells

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Response from Caroline Hiscox, Associate Nurse Director, NHS Tayside

Dear disillusioned,

Please accept my apologies for the inconvenience and frustration that has been caused by the issues regarding your husband’s appointment at Ninewells.

I am unclear from the post if you have resolved the transport and appointment time, but would like to help if you require any further assistance.

We work hard at ensuring communication is as effective as possible but recognise that, at times, we get it wrong. It would be helpful to understand your specific case to provide any assistance and to ensure learning within the relevant team is focused to make improvements.

If it would be helpful to have a further conversation I can be contacted through feedback.tayside@nhs.net

Kind regards

Caroline McQuillian

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