"I have no idea why it took a week for a letter to be delivered"

About: Crosshouse Hospital

(as the patient),

I have just received a letter for an appointment at the Crosshouse Hospital. I have regular appointments there which have always gone well, the appointment letters have arrived in good time and it all seems to work well. I cannot fault the treatment I have received.

However, the appointment letter I received today took me aback, it is dated 1/7/2016 and was received today 8/7/16. The letter states that if I have not contacted the hospital within 7 days of the date when the letter was sent they would assume I would attend the appointment.

What would happen if a person received the letter later than 7 days or were not able to contact the hospital on the day they received the letter. I could have been at work when the letter arrived and may not have been able to contact the hospital until the following day. The following day is a Saturday so may not have been able to change the date until the next working day taking it outside the 7 day period.

I have no idea why it took a week for a letter to be delivered.

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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 Mask834,

I am sorry you received this late but I do hope the appointment was suitable for you and. Seven days can be tight enough but no days, definitely impossible. I am about to state the obvious, something clearly went wrong and we would like to find out what. To do that we would need your appointment letter and the envelope if you still have them. I wonder if you would be able to contact Audrey Fisher, Head of Clinical Support Services ( North ) on 01294 323003. With enough information, Audrey will be able to establish what happened.

Thank you for raising this with us and giving us a chance to sort it out.

Best wishes,


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