Care Opinion

Booked in for surgery in error

Posted By TaylorB

"Booked in for surgery in error"

About: New Stobhill Hospital / Ear, Nose & Throat

(as the patient),

I'm awaiting surgery with ENT.  Had a call from Stobhill to book me in for surgery.  They stated a surname that was not mine, but first name was the same as mine in the voicemail they left to call them back.

I called back and they told me I must have made an error.  They checked my name and DoB, then confirmed it was definitely me and that my surgery was now booked for the following week, with a pre-assessment and an initial phone consultation.

I was delighted, as I continue to be in pain and have been on the waiting list for many months. I informed my work, and my husband booked time off to take me to hospital, as we only had just over a week's notice. 

The following day, I received a call from the ENT department, to inform me that they appear to have mixed up my name with someone else's.  The surgery was in fact for someone else. I was told I would go back on the waiting list. 

I am incredibly disappointed to say the least, and this has caused me unnecessary stress.  

It sounded like the person on the initial call was incredibly stressed out, and overworked.  

Sending this in story in in the hope it supports some sort of improvement in the process for short notice appointment bookings. Doing it verbally by phone call isn't ideal.  

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 9 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 04/03/2024 at 13:47
Published on Care Opinion at 13:47

picture of Nicole McInally

Dear TaylorB

Please accept my sincere apologies for this error and for the upset and distress this caused Thank you for bringing this to our attention and this will be shared with Senior Staff to ensure this does not happen again. If you would like to discuss this further can you please contact my colleague Jodie.Mcauley@ggc.scot.nhs.uk. Can you please include your personal details including your date of birth? Thank you

Take Care

Nicole

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Update posted by TaylorB (the patient)

Thanks Nicole - sorry for the delayed response.

Since this incident. I've had no communication from the hospital re; any appts or my surgery.

I have been trying to ascertain which consultant. I seem to have been moved across a couple of them, none of whom have made contact.

Got hold of the secretary for the new consultant today, as I now have an issue with what my GP thinks it a blocked saliva gland / saliva stone. They gave me an appt for 4 weeks time.

I get the feeling that unless I have called around to find out which consultant I had been moved to, I would have had no contact. The secretary I spoke to today, told me as I was moved consultant I went back to the start of a new waiting list, which seems unfair.

I first attended ENT at Stobhill in January 2023, 18 months down the line I'm no further forward. Still waiting on surgery with no timeline (I was told it would be by January 2024 in September 2023, I was then told it would be by June/July) in February 2024. I continue to struggle with face pain, sinus infections and now glands the size of golf balls and mouth pain but waiting yet another month just for an initial consultant appt with the new named person for my care.

I'm sure you can understand my frustration.

It would be helpful to get a realistic timeline on my surgery and understand why there has been so many mis-communications and moving me around from consultant to consultant.

I went to email Jodie Mcauley but she has an out of office on with no visible date of return. Can you please advise who to contact?

Many thanks

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 6 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 29/05/2024 at 15:38
Published on Care Opinion at 15:38

picture of Nicole McInally

Dear Taylor B

Thank you for getting in touch and I can appreciate your frustration regarding the lack of communication. I have spoken to my colleagues and they have asked if you can contact: debbie.marshall@ggc.scot.nhs.uk It would be helpful if you could include your date of birth and this link: https://www.careopinion.org.uk/1166103#1209917

Take Care

Nicole

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