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"Not informing patients"

About: Royal Infirmary of Edinburgh at Little France / Gynaecology

(as a service user),

I was due to see Gynaecology at the RIE to get MRI results to find out the next step in my treatment plan. It takes about an hour to get to the hospital and I had to leave early to get there for 9am. I arrived in the outpatient department went to the desk to discover my appointment had been cancelled on the system.

The receptionist was kind and actually understood the importance of the appointment and phoned the nurse specialist to see if they could help. I know that things like this can’t be helped but this has happened previously and I wasn’t informed either despite it written on trak and I’m worried it’s going to become a thing that happens often. Luckily I was persistent and wanted to see someone as I had the right to my results as waiting a few weeks feels like a long time and the anxiety the waiting causes.

I just wanted to say from the patients perspective we wait and look forward to having our appointment because we can finally get some help and support and to have it cancelled is devastating, we value the time we have with doctors in hope they can improve situations. Just something to remember and understand.   Luckily I was able to see the Dr who was so kind and gave me my results and was very understanding which is what was needed at the time.  

Responses

Response from Frances McGuire, Chief Midwife, NHS Lothian

Dear Dionnex

I am so sorry that your appointment had been cancelled on the system and can appreciate how frustrating and disappointing this must have been for you especially as you were waiting on the results of tests.

I am grateful to the receptionist and nurse specialist who listened to your concerns and were able to get you seen by an understanding doctor.

I am not sure why your appointment was cancelled on the system or why you hadn't been informed but please accept my apologies for this error.


Kind Regards

Frances

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful