"Orthopedic outpatient appointments"

About: Raigmore Hospital / Trauma & orthopaedics

(as a service user),

I was snowed in so I had to cancel my appointment at Raigmore and cancel patient transport as the ambulance would not get out to my remote hillside farm.

I previously spoke with one of the departmental secretaries who asked me to phone back if I could not get there so they could cancel/reschedule. I phoned the number but got a different person, who said they couldn't cancel bookings and I was given a phone number for patient bookings - which went to a claims line, not the right team.

I was then told I had to say I wished to remain on the waiting list, when I am a current patient - I am not waiting for anything, I am being treated! Then when I got through to the right number they just rescheduled, with no need to say I needed to remain on a waiting list.

This weird lack of understanding of processes across the different administrative teams is really annoying - it stresses out already vulnerable patients, causes a great deal of anxiety and confusion, and is needless if people from each department were trained in consistent terminology and processes.

I get dragged 2.5 hours each way to Inverness every few weeks to have an X-ray and a 5 minute appointment with a consultant who is arrogant and uncommunicative, and doesn't treat me like a living breathing caring human being.

Even ignoring the staff attitude, it would make so much more sense to have my X-ray at my local hospital, and a video consultation with the consultant. It would save my time, save the Scottish Ambulance Service transporting me, save me having to reschedule appointments regularly because of snow, road closures, bridge closures, etc, save me getting there too late to be seen because patient transport can't get me there on time.

I know they can review X-rays from my local hospital, because they did it when I was in hospital. Why can't they do it for outpatients appointments? 

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Responses

Response from NHS Highland last week
We are preparing to make a change
Submitted on 09/01/2025 at 15:17
Published on Care Opinion at 17:12


Dear ElderlyHighlander

Thank you for taking the time to provide feedback of your experience, which I have shared with the administration manager who will discuss with the team to review their systems to ensure that there is consistency in processes and terminology for all patients cancelling appointments.

The service manager has advised that while it is appreciated it is inconvenient for patients to travel for short appointments, it may be the most clinically appropriate route to see and treat patients.

I would like to apologise for any inconvenience caused and would like to assure you that patient feedback is important to us, which enables us to make improvements to our services.

Kind regards

Liz

Professional Lead Nurse - Acute Services

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