Communication issues with patient and NHS Grampian has become a nightmare for us. We do not want to complain as the Clinical care has never been a problem but the lack of clear and concise, consistent communication has caused issues throughout this prolonged journey.
Below some of examples of a long saga dating back to an initial knee replacement in May 2015, infection and three further knee operations and continues through to today after many months immobile and in pain
– Letter of complaint to feedback service with various contacts and discussions, advised not to expect a response despite feedback service advice saying it would be 20 day response time with letter of explanation. Eventually letter arrived In late October 2016 apologising for breakdown of communication and asking for forbearance.
- August 2016 clinic appt with plans for further surgery discussed as knee ‘slipped’ - early September clinic date promised but then moved to late September with no explanation. Interestingly the consultant letter states that we should move things quickly, the consultant said to negotiate with waiting list team to ensure surgery would happen as soon as possible – surgery eventually done April 2017 some 9 months later.
- March 2017 Then approached, MSPs for help – given various contacts, but two of the MSPs did get a response from NHS Grampian & advised of a date for surgery – this was not copied to the patient who received their copy from the MSPs office - another example of failed communication.
Sadly the communication issues above are not isolated incidents and there is an entire catalogue of duplicate communication, no communication and blatantly wrong communication all regarding this lengthy journey through the health care system
Unfortunately we have tried to approach this through the usual channels of Feedback Service and NHS Grampian Chief Exec but feel that nothing is going to change. We have struggled to navigate the system and we feel desperate and are in despair at the thought of this happening to anyone else or their family
"Ongoing Communication Issues"
About: Dr Gray's Hospital / Orthopaedics (Bones, Joints and Fractures) Dr Gray's Hospital Orthopaedics (Bones, Joints and Fractures) IV30 1SN
Posted by Frustrated re basics (as ),
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