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Care Opinion

Unhappy with the breakdown of letters sent out

Posted By Excel466

"Unhappy with the breakdown of letters sent out"

About: Crosshouse Hospital / General Surgery

(as a relative),

My mother was diagnosed with breast cancer two years ago and since then she has not received invitations for breast screening.

Each year I receive a letter, well in advance, for an x-ray / mammogram. However the letter for my mother seems to slip through the net, and she only receives the follow-up letter, not the one for an x-ray. This really distresses her.

Last year when I received an appointment but my mother did not I phoned and queried why this was. The hospital apologized for the oversight and assured me it would not happen again. However, the same thing has happened again this year, my mother was not invited for an x-ray but has received a follow-up letter. It’s not good enough given her history.

My mother does not like to make a fuss but she does find it upsetting so I’m making a fuss for her.

All the other service is really good, I’m very happy with the care and services provided by the hospital it’s just the breakdown in the letters that I’m not happy about.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 9 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 01/04/2015 at 14:22
Published on Care Opinion at 14:49

picture of Eunice Goodwin

Dear Excel466,

I can appreciate how keen you are to make sure your mother does get her appropriate tests and I thank you for checking this out, it is so important.

In order to look into it fully we would need more information. Is it possible for your Mum to contact me with her details e.g. her name, address and date of birth? The team will be able to look into this further for her. I can be contacted by email on - eunice.goodwin@aapct.scot.nhs.uk or by phone - 01563 826222.

I believe the follow-up protocol has changed, but should there be an oversight, it should be easy to rectify for your Mum.

Kind regards,

Eunice

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