"Reallocating workloads when staff leave"

About: Ninewells Hospital / Urology

(as a relative),

My Aunt has to have a new stent fitted in her kidney each year. She would normally be in by April. This year, she was overdue but being who she is, thought that Ninewells was just running a bit behind. We eventually managed to persuade her to visit her GP at the end of June. GP phoned Ninewells and was told that the surgeon had retired and nobody had taken over their caseload! She'd get a letter with an appointment in 2 weeks. Needless to say, its now almost 4 weeks and she's heard nothing. I am appalled at the level of service here.

 I assume that my Aunt was the first person to query the delay. I cannot bring myself to believe that Ninewells were aware of this and were just sitting back waiting for patients to make contact......  I hope no long term damage has been caused to my Aunt's health by this or her family will not let this matter rest.

Apologies won't change this situation for all those poor patients who have been waiting in vain for an appointment. Why aren't there staff there to reallocate workloads when staff leave.

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Response from Alison Moss, Feedback Manager, NHS Tayside

Dear "Astiforme"

I am sorry to hear of your Aunt's experience. This is not the standard of care we aim to provide and I would welcome the opportunity to look into this matter further. Could you, or your Aunt, please contact me to discuss? I can be contacted via the Complaints and Feedback Team during office hours on 0800 027 5507 (freephone). If this is inconvenient, please email feedback.tayside@nhs.net with contact details and I will be happy to telephone you at a mutually agreeable time.

Thank you for bringing this matter to my attention.

Kind regards.

Alison Moss

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