Care Opinion

ultrasound appointment

Posted By listenww73

"ultrasound appointment"

About: Lochaber (Belford) Hospital / Diagnostic Ultrasound Lochaber (Belford) Hospital / Radiography

(as a service user),

I was given an ultrasound appointment at Belford Hospital but unfortunately only received the letter on the day of appointment, after the ultrasound time (Christmas eve). I called to explain but there was no one in x-ray who could re-book the appointment that late on Christmas Eve.  I called on the next working day and was told my GP would have to re refer. I explained this was unfair as I was never notified in time of the appointment. I spoke with a manager (name not given) who just brushed it off as NHS policy as GP had been informed so they would need to refer. I explained this is not fair for me to have to have a delay to my care due to factors outwith my control. He just quoted nhs highland policy at me and how they have short waiting list times etc but I know, after working in health myself that the appointment could have been re-booked for me, as that has happened in previous instances elsewhere and what I have done for patients in similar situations. 

This process was very unhelpful and was not patient care oriented, given that when I first got the appointment I phoned right away to try and rectify. 

Very unhelpful staff and service and I worry this could all be repeated due to issues with the mail service in my area. 

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Responses

Response from Sylvia Fraser, Clinical Governance Facilitator & NHS Highland Operational Lead for Care Opinion, Clinical Governance, NHS Highland 2 months ago
Sylvia Fraser
Clinical Governance Facilitator & NHS Highland Operational Lead for Care Opinion, Clinical Governance,
NHS Highland

I am part of the overall team who manages complaints for NHS Highland and are known as the Feedback Team. We offer patients, relatives, MPs/MSPs, staff and anyone who requires assistance is registering a concern or formal complaint.

Submitted on 16/01/2025 at 13:28
Published on Care Opinion at 13:28

picture of Sylvia Fraser

Dear listenww73

Thank you for taking the time to share your experience with us. We truly value patient feedback as it helps us continually improve our services.

I am very sorry to hear that you felt the service you received did not meet the expected standard. Please accept our sincere apologies for any inconvenience this may have caused.

We are committed to treating all patients equally and ensuring that our policies and processes reflect this commitment. While some of our procedures may seem challenging please know that they are always designed with the best interests of our patients and their care at the forefront of everything we do.

Regarding your specific case, we have noted that there has been an issue with the postal service, and to prevent any future miscommunications, we will update your records to ensure that your appointments should be confirmed via phone moving forward.

Once again, we apologize for any frustration caused and appreciate your understanding as we work to improve your experience with us. Should you have any further concerns, please do not hesitate to reach out.

With kind regards

Sylvia, on behalf of

Niall Lloyd

Radiology Service Manager

Northwest Highland

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Update posted by listenww73 (a service user)

Hi Sylvia,

Thanks for your response and that is very much appreciated. However, please be aware the original appointment letter was dated 16th December for an appointment early on the 24th of December. I think it is unfair to attribute this to mail issues alone. Assuming the letter was posted the same day it was printed (and there will be no way of verifying now) this was at best, a 1 week notice of appointment which without a phone call is not really much time despite being sent 1st class, especially on the approach of Christmas week and irregardless of any mail delay. If the letter was not posted the same day, it would be even less time.

This has now been unfairly recorded as a DNA on my records, when it is not a true DNA due to failed notification. I found this really frustrating since I actually did phone asap on the day of appointment to try and resolve, and when I pointed this out was ignored and it was not changed. Ultimately the department failed to notify me within a reasonable timeframe for an appointment and it is unfair to blame the mail service of this alone.

Response from Sylvia Fraser, Clinical Governance Facilitator & NHS Highland Operational Lead for Care Opinion, Clinical Governance, NHS Highland 2 months ago
Sylvia Fraser
Clinical Governance Facilitator & NHS Highland Operational Lead for Care Opinion, Clinical Governance,
NHS Highland

I am part of the overall team who manages complaints for NHS Highland and are known as the Feedback Team. We offer patients, relatives, MPs/MSPs, staff and anyone who requires assistance is registering a concern or formal complaint.

Submitted on 17/01/2025 at 15:16
Published on Care Opinion at 15:16

picture of Sylvia Fraser

Dear listenww73

Thank you for your further post.

I am sorry to hear that you are unhappy following receipt of Niall's response.

I would be happy to review this more formally for you if you would wish. If you would like to pursue this matter please contact NHS Highland Feedback Team at nhshighland.feedback@nhs.scot, providing your name, address and date of birth, including the details of the complaint we can review this matter formally.

If easier you can mark this for my attention and I will ensure that this is reviewed with the team based at Belford Hospital.

If you however do not wish to pursue this formally I will still speak to the service and highlight your concerns.

With kind regards

Sylvia

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