"Family Planning Clinic Coatbridge"

About: Lanarkshire Community Services / Sexual Health

(as the patient),

I have just had a truly horrible experience when I called the family planning clinic in Coatbridge. 

I was calling to ask to have a coil fitted before a certain date, as my GP can no longer do this. 

I was initially told that appointments could only be made on a Tuesday at Motherwell, however I wouldn’t get an appointment at the Motherwell clinic before I needed. 

I then asked what other appointments were available and I was told I could only attend Cambuslang on one specific day. This date is unsuitable. 

I was then told I could attend a drop in clinic in Wishaw on a Wednesday at 1pm. I asked how long I would need to wait as I need to pick up children at school at 3pm and was told that they didn’t know. 

I then asked if this person could take my number or if there were any other solutions they could give and I was told just to complain in writing. 

I was then told that they didn’t have enough time to deal with my drama and had enough to do. I was shocked and really disappointed to be treated in this way. 

I now have no solution and have been left really upset about the way that this staff member treated me. I was only offered 2 appointments in cambuslang which is 30 minutes away both on the same day or the option of a drop in clinic without knowing how long I would be there. I was treaten in a manner which was rude, abrupt and showed no empathy to my situation. 

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Responses

Response from Karen Stewart, Acting Lead Nurse, Sexual Health Services, NHS Lanarkshire

May I express my sincere apologies that your experience with the sexual and reproductive health appointment and enquiry line was “truly horrible”. The response from staff “that they didn’t have enough time to deal with my drama and had enough to do” must have been very upsetting. Nobody should be left feeling like this and I will be sharing your feedback with the call handling team.

I am sorry if we have been unable to offer you a suitable appointment; our call handlers are trained and experienced members of staff and I would hope that all available options would have been offered.

There is a high demand for coil fitting appointments across Lanarkshire and we provide booked appointments at various locations with appointments available across the day and in the evening to try and meet demand and options for people trying to access the service. We release appointments up to four weeks in advance and it is not uncommon for available appointments to be booked within a short time of becoming available.

We also offer walk-in clinics specifically for coil and implant procedures. Due to the nature of walk-in clinics we cannot predict how long you may be at the clinic. If the clinic is quiet and you are one of the first attendees, you could be in and out within an hour; however, if a walk-in is very busy then you could have a longer wait.

You mention that you asked if we could take your number, I assume to call you back if a suitable appointment became available; I’m sorry we just don’t have the resource available to do this.

I hope you’ve subsequently managed to arrange a suitable appointment; if not, please contact our Patient Affairs Team on Tel No: 01698 858321 who will be able to provide further advice.

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