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Wrong hospital

Posted By Shell1986

"Wrong hospital"

About: NHS 24 / NHS 24 (111 service) University Hospital Monklands / Oral Surgery & Medicine

(as the patient),

I got my wisdom tooth removed last week and everything seemed to have gone well. The doctors and nurses were lovely. I've had alot of swelling and discomfort since, as well as a horrible taste in my mouth. I phoned nhs24 and was given an emergency appointment at Monklands hospital. When I arrived, nobody had details of this, so I called nhs24 again, only to be told my appointment was supposed to be at Wishaw General, and that it was now closed. Both Monklands and nhs24 said I must have been mistake, but I wrote it down when I was given my appointment. I am definitely not mistaken, and was made to feel like a liar. I now have to wait until tomorrow to contact my own dentist.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 14/06/2017 at 14:58
Published on Care Opinion at 15:19

picture of Shona Lawrence

Dear Shell1986


Thank you for sharing your experience on Care Opinion. I was sorry to learn that you had to have your wisdom tooth removed and I do wish you well.

I am concerned at the content of your story in relation to your contact with NHS 24 and I am keen to explore this further. If you would be kind enough to contact me directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk then I would be able to arrange a full review of your call to NHS 24. Should any learning be identified for NHS 24 staff, then I would like to assure you that this would be taken forward.

I do wish you well and look forward to hearing from you so that we can investigate your feedback and establish exactly what information was provided by NHS 24.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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Response from Rick Edwards, Service Manager Surgical & Critical Care, University Hospital Hairmyres, NHS Lanarkshire 6 years ago
Rick Edwards
Service Manager Surgical & Critical Care, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 19/06/2017 at 08:43
Published on Care Opinion at 12:04

picture of Rick Edwards

Dear Shell1986,

I was sorry to hear of the miscommunication when you were trying to access follow-up care and I'd like to apologise for any embarrassment you may have experienced.

I'd encourage you to take up Shona's offer, so that we can try and learn from your experience to avoid this happening again.

I hope you are now more comfortable and making a good recovery.

Kind regards

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