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About: St Mary's Hospital (Newport)

What I liked

This complaint concers my wife.

What could be improved

Listing Dermatology on the list above !

Next Postal Communications, she received 3 letters regarding the appointment,1st, appointment date 6th November, 3.00pm at Ryde 2nd, appointment date same, time changed to 3.30 Ryde, 3rd same date, time but for Fracture clinic St Mary's. My wife arived in plenty of time (25 minutes) . Was eventually seen at 5o/clock she came out from appointment about 5.30, which was to late for the Pharmacy, but they agreed we could wait for prescription, for further 25 minutes.

Whilst writing this complaint, the dermacology department in Ryde for her last appointment was a complete farce, the doctor was very hard to understand she questioned the wife what she was trying for relief to which she replied savlon what is that she asked, eventually she gave a prescription which was taken to the local Boots and the wife was told they coulld not make up the prescription, as no dosage was given, it took a week of frantic phone calls as no one was available in any demalogical department.

Anything else?

The Dermalogical department has gone completely down hill since a private company has taken over.

These are my comments my wife did not want to make a fuss, but she has found it very distressful, and made myself very annoyed that she was treated this way.

P.S. it would be reasonable if we asked for the dates and times we wished to attend but you make all the times and dates.

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Response from St Mary's Hospital

We are sorry to read of your wife's recent experience regarding the dermatology service, and I can advise that from the 1st May 2012 the IOW NHS Trust has been delivering an interim dermatology service prior to the transfer to a new provider. It has been necessary to use a variety of locum (temporary) consultant dermatologists during this time to ensure service continuity. As within any clinical specialty, there are small differences in the way doctors wish to operate which has meant we have had to be flexible in the way that clinics are delivered.

Unfortunately a small number of patients have received a negative experience as a result of the interim service arrangements. We are keen to address any specific issues as they arise and welcome feedback directly to the dermatology office. I am very sorry that you have received such a poor experience, this feedback has been passed to both the general manager for the service and the appointing teams to highlight the inconvenience this has caused.

A new dermatology service launches on the 1st January provided by Beacon healthcare. Beacon healthcare is a joint venture between the IOW NHS Trust and Lighthouse Medical, which is run by IOW GPs and other primary care staff. The new service will offer a greater range of appointment times and locations which should improve the choice on offer to our patients.

Should you wish to discuss your concerns in more detail, please do not hesitate to contact a member of the Quality Team based at St Mary's Hospital.

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