"excellent care but problem with appointment letter"

About: Crosshouse Hospital

(as the patient),

I received excellent care at my appointment for a bra fitting following a mastectomy. I saw Mrs Collins, nothing could have gone better, and everything was just great.

Just one issue with the appointment letter. My daughter had called the hospital to confirm the appointment, because of this I knew when and where I needed to go. The letter itself did not arrive until after my appointment and I could so easily have missed it. I wondered if other people had missed appointments through no fault of their own because letters are not sent early enough for timely delivery – would I have had a black mark against me if I had not turned up for the appointment?

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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 Visitor742,

I am glad your fitting was excellent and I will certainly let the member of staff know (as well as the team). (Gold star to them).

I have had a few conversations around your experience and without your actual details (Name, Chi number and address); I have been offered an explanation as to how this may have come about. From your post, it was felt that the most likely reason for this happening was that you may have been verbally given a cancellation slot occurring at relatively short notice. This can result in making the letter play ‘catch-up’. I am sorry if this caused you any distress.

Thank you for letting us know about both aspects of your experience, I will pass this to the service.

Best wishes,


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