"Confusing and incorrect letters for clinic appointments"

About: Southern General Hospital

(as the patient),

Communications from appointments system has had wrong information at every stage.

1st letter - we have received your referral (this was the only accurate letter)

2nd letter (with typos) - in order to get you the best treatment, would you consider different hospital to Glasgow Southern or New Victoria - phoned to say yes and after 8 attempts, got through to get the answer: no, we meant would you consider Glasgow Southern or Victoria, so letter was pointless.

3rd letter (with typos) - arrived 6 days after 2nd, we haven't heard a reply to 2nd letter, if you don't get in touch, we'll remove you from the list. Phoned appts system, who said that's not what the letter meant. And no, we don't have an appt for you, but you should wait as it's July and the consultants are on their holiday.

Monday, this week - still no appt letter, so phoned in, just in case my name had indeed been removed from list. It seems I do have an appointment, for Thursday (date and time given) and a letter is on it's way.

Thursday - go to clinic with no letter - making educated guess where it is - pleased I found it first time.

Today - next appointment letter, has typos and according to the nurses I've to ignore the bit about a urine sample.

Staff have been very friendly and pleasant, but it does seem there is a real problem with the letters produced by the appointments system.

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Response from Paul Cannon, Head of Administration, Acute Services Division, Greater Glasgow & Clyde NHS

Thank you for your feedback, the communications between the service and yourself do not appear to be what we would expect, and I would be very grateful if you could provide some additional details so that we can identify the specific areas we need to target.

In order to do so can you provide your own details and the clinics you are referring to so that we can take this forward on a more informed basis.

If you can email your details to complaints@ggc.scot.nhs.uk we can take these concerns up with the services directly.

Many thanks, and our apologies.

We would very much welcome the opportunity to take these up with the clinics concerned to improve matters, with your further assistance.


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