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Care Opinion

Poor person centred care

Posted By GMac66750

"Poor person centred care"

About: New Victoria Hospital / Cardiac rehabilitation

(as a staff member posting for a carer/relative),

My father attended for a procedure which resulted in a request from his Specialist consultant to attend for an Electrocardiography TAPE. This was not deemed urgent hence my father continued with his plans to leave the country for a period of time.

An appointment was sent out, however he cannot attend until 2 weeks after the date given, I was shocked to discover that I could not get another appointment for only 2 weeks after the offered one as I was told it was too long since the original referral was made.

I explained that my father was out of the country and no mention was made of a time limit when the appointment was requested as he would have made other arrangements.

The staff I spoke to appeared sympathetic however stated my Father would need re referred after he came back from abroad. I explained it was a specialist consultant who asked for the test and not his GP which may cause communication problems and unnecessary upset.

As a healthcare professional myself, I understand how clinics are booked however this seems an unreasonable process. Staff did state they would discuss with their senior and another appointment will be issued however I will not know the dates until the letter arrives at my parents home in their absence.

It would have been person centred and reasonable if a date could have been given over the phone instead of causing stress for me and distress for my father meantime.

Kind regards

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Responses

Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde 7 years ago
Lisa Ramsay
Patient Experience Public Involvement Team Support,
NHS Greater Glasgow & Clyde

I work in a small team within NHS Greater Glasgow & Clyde. Part of the team’s role is to support patients and carers through our feedback systems which will help to improve the services we provide. On Patient Opinion, I support Lorna Gray, Patient Experience Public Involvement Project Manager, and Niall McGrogan, Head of Patient Experience Public Involvement.

Submitted on 15/03/2017 at 15:04
Published on Care Opinion at 15:42

Dear Upsetprofessional

Thank you for taking the time to post on Patient Opinion. I am sorry to read about what has happened when you have tried to re-schedule your father's appointment and the stress this has caused.

I am not able to comment on the referral process for cardiology therefore I will share your post with the General Manager of the service and ask them to feedback on what you have raised here.

Best wishes
Lisa

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 7 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 20/03/2017 at 10:01
Published on Care Opinion at 12:05

picture of Nicole McInally

Dear Upsetprofessional

From your post, I understand that your father was sent an appointment letter and that date and time of that appointment was not suitable. These letters advise that if that appointment is not suitable to contact the service to reschedule. We prioritise appointments based on clinical need and unfortunately, we are not always able to offer an alternative appointment date and time when the patient requests it.

However, from what you have described, there is certainly no need for your father to be re-referred to the service. I am sorry that this is what you were told. This will be highlighted with the service to ensure that this does not happen again. Due to the miscommunication about the referral process, this is why staff were unable to provide you with an alternative appointment over the telephone. I am sorry for the stress this has caused you and the distress this has caused your father.

Upon reading this, if you have not received an appointment letter then please telephone 0141 0141 452 3196 for an update.

Kind regards

Cath McFarlane, General Manager

General Medicine, South Sector

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