"This is clearly not a guarantee but more of a target"

About: Crosshouse Hospital / Trauma & orthopaedics

(as the patient),

Waiting since last July for knee surgery. Added to waiting list in nov 2015 and got written confirmation that I was guaranteed this operation within 12 weeks of that letter ie early-mid Feb 2016. I phoned today (less than 2 weeks before end of guarantee period) to enquire of progress only to be told that no date had been set, although there was the possibility of a provisional date at the end of the month. I then questioned the guarantee letter and was told that they've not met the guarantee for over a year. I asked why they still mention it in their letter and the answer was that the hospital wanted to stop the practice but the Scottish Government instructed them that they still had to quote it.

Having now had a look at the Act I see that the penalty for Health Boards failing to meet the guaranteed date is simply that they have to offer the treatment as soon as possible after that date! Astonishing! This is clearly not a guarantee but more of a target. The guarantee letter gave me an opportunity to plan my business and personal life around the promised timescale only now to have all these arrangements up in the air at great inconvenience.

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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 nacpo

Thank you for your feedback.

In order for us to learn more about your experience or to assist you further, please do not hesitate to contact Lesley Arthur in our Customer Care Team on 01292 513003 or email Lesley.Arthur@aapct.scot.nhs.uk

Kind regards

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