"The General Office that pays out travel expenses to patients"

About: University Hospital Hairmyres University Hospital Hairmyres East Kilbride G75 8RG

Posted by Madge51 (as the patient), 5 years ago

Having spent a considerable time in the MRI scanner recently, I decided to start claiming back travel expenses for the first time at Hairmyres.
Is the Office accessible? No! Heavy door, which most people knock on only to find that the staff are behind a reception desk with no access to that door.
Is it within easy reach of outpatient departments? NO! its on the 2nd floor at the end of a corridor that is approx 1/4 mile long.
Are the staff friendly and helpful? I'll pass on that one, I was out of sorts & in a lot of pain so my judgement of that is clouded. Nevertheless I'd say there was room for improvement.
Suggestion, put this office on the ground floor within easy access of outpatients. Perhaps do a swap with another function that does not have front-line contact with patients, e.g. Legal Department. It would also be helpful to have notices in the outpatients drawing attention to the fact that attendance forms must be obtained from them.
Alternatively, can the expenses staff be given computer access to the outpatient appointment system so that they can verify attendance themselves?
How did my interaction with this function make me feel? Like a beggar who was well short on grey matter.

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Responses

Joanne Edwards

Director of Hospital Services, University Hospital Hairmyres,

NHS Lanarkshire

Submitted on 18/05/2018 at 10:43

Published on Care Opinion at 11:43

Dear Madge51,
I'm sorry to hear of the difficulties you encountered when accessing the General Office.
You make a fair point regarding the location and access to the office which I will review with my colleagues in the facilities and estates department.
I will arrange for my outpatient manager to have a supply of forms within the department for future use.
I was sorry to hear how you felt about your interaction and I will share this with relevant staff for reflection.
Best wishes,
Joanne

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William McCutcheon

Head of Business Support, Property Support Services Division, Law House,

NHS Lanarkshire

Submitted on 18/05/2018 at 13:57

Published on Care Opinion at 14:00

I am sorry to hear about your issues on your last visit to University Hospital Hairmyres.
The general office services many functions, one of which is admin support to the Property & Support Services Division based on the same floor.
The door to the reception area is a fire door, which must remain closed at all times. This is also the reason for the weight.
I apologise for they way the staff may have interacted with you on your visit and how they made you feel. I will address this with the staff.
Kind regards
William

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Update posted by Madge51 (the patient) 5 years ago

It sounds as though the internal customers of that department take precedence over the public who are also patients. I don't think the hospital can see how disadvantaged disabled people feel who have to use that office.

William McCutcheon

Head of Business Support, Property Support Services Division, Law House,

NHS Lanarkshire

Submitted on 23/05/2018 at 13:40

Published on Care Opinion at 13:57

Hi
I have reviewed your initial issue with the door. I can advise that there is an intercom system outside the double doors next the the general office entrance. This connects direct to the general office who can assist if you have any further problems.
Kind regards
William

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Rick Edwards

Service Manager Surgical & Critical Care, University Hospital Hairmyres,

NHS Lanarkshire

Submitted on 25/05/2018 at 10:56

Published on Care Opinion at 11:26

Dear Madge51,
I manage Care Opinion for NHS Lanarkshire and I'd like to thank you for taking the time to share your experiences with us; they are invaluable in helping us to understand where our systems and processes are working and where there are opportunities for improvement.
I'm sure you won't be surprised to learn that the feedback you have provided here involves a number of different departments and requires some investigation and coordination.
I will be liaising with all the relevant parties over the coming weeks to see how we can improve this process to the benefit of patients.
Kind regards
Rick

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Rick Edwards

Service Manager Surgical & Critical Care, University Hospital Hairmyres,

NHS Lanarkshire

Submitted on 15/06/2018 at 16:16

Published on Care Opinion at 16:47

Dear Madge51,
We have reviewed the process for claims and the access issues you identified. William has arranged for a door bell to be fitted at the General Office entrance so that staff will come and assist people to access the office.
Whilst we are unable to transfer this function to the ground floor for a number of reasons; William is working with colleagues to agree a process whereby Property Support Services staff could attend the Outpatient department to process payments on request.
Kind regards

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Update posted by Madge51 (the patient) 5 years ago

Excellent. Thinking outside the box works. Accessibility is so important.

Rick Edwards

Service Manager Surgical & Critical Care, University Hospital Hairmyres,

NHS Lanarkshire

Submitted on 30/04/2019 at 08:32

Published on Care Opinion at 09:08

Dear Madge 51,
I hope this finds you well. By way of update; people will now be able to claim for expenses from the relocated office which is on the ground floor in the hospital atrium.
Kind regards
Rick

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Update posted by Madge51 (the patient) 4 years ago

Thank you so much for letting me know Rick. That's fantastic news for patients.

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