"Endocrinology Appointment"

About: Royal Hospital for Children (Glasgow) / Paediatrics

(as a parent/guardian),

My daughter was given an outpatient appointment with the Endocrinology Department, within the Children's Hospital at the Queen Elizabeth University Hospital for the beginning of February 2020.

The date of the appointment clashed with a weekend away our family had planned, so I contacted the central booking office to ask if this could be re-scheduled.  The central booking office cancelled the appointment, but told us they could not re-book and that the Endocrinology department would be informed and re-book for us asap.

2 weeks had passed and I had received no new appointment for my daughter.  I called the central booking office, they could give me no information.  I called Endocrinology secretary directly, and got an answer phone.  I left a message on the voicemail with my daughters CHI number, my name and number and requested a call back. 

I got no response, so one week later I called the Endocrinology department again.  The phone was answered by a member of the admin staff who took my daughters name and acknowledged we had called the week before, but they personally hadn't been here and noone is checking the phones.  

This admin staff member told me my daughters appointment would be re-scheduled. They could not tell me how much longer we would have to wait or when the new appointment would be. 

This staff member also inferred on the phone that we had simply not turned up for the appointment, which was most worrying.  I cancelled 3 weeks in advance, as I am well aware of the pressure on the services, and issues with DNAs. 

I asked for a call back and was told they would speak to the relevant Consultant and get back to me that day or the next.  It is several days down the line and I have had no response. 

Due to a simple clash with our weekend away and the appointment, we have now waited an additional 3 weeks on top of the 10 weeks we waited for the appointment in the first place.

I am becoming more concerned by my 5 year old daughters presentation, the details of which I won't go into here.  This is causing anxiety for myself and my husband. 

The communication here has been very poor, and I am extremely disappointed at the lengths I have had to go to wait in telephone queues, leave voicemails, be told I was getting contacted and have a return of absolutely nothing.  I do wonder how those less able than myself cope in these situations.    

For this reason I thought best to put this through Care Opinion in the hope it doesn't happen to someone else, with a health concern about a small child.

In the meantime I will need to keep plugging away to get a response.  Not ideal with a busy job and life.

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Responses

Response from Jamie Redfern, Director, Women & Children's Services, NHS Greater Glasgow and Clyde 4 years ago
We are preparing to make a change
Jamie Redfern
Director, Women & Children's Services,
NHS Greater Glasgow and Clyde
Submitted on 20/02/2020 at 15:44
Published on Care Opinion at 16:15


picture of Jamie Redfern

Dear TaylorB

Thank you for sharing your feedback on Care Opinion.

I would like to sincerely apologise for the unacceptable service you have received since requesting an alternative appointment for your daughter. I appreciate how frustrating this has been for you and your family.

I have shared your feedback with the team and they are committed to reviewing why there have been lapses in communication which have resulted in you still not receiving an updated appointment.

In the meantime, I am keen to address the immediate issue of an appropriate date for a clinic appointment for your daughter. I would be grateful if you could contact my colleague at pamela.mcgoldrick@ggc.scot.nhs.uk who can advise what information we require as we seek to address this issue with you.

I look forward to hearing from you

Best wishes

Jamie

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Update posted by TaylorB (a parent/guardian)

Thanks Jamie for your swift response.

I will get in touch with Pamela today.

Best wishes

Response from Jamie Redfern, Director, Women & Children's Services, NHS Greater Glasgow and Clyde 4 years ago
Jamie Redfern
Director, Women & Children's Services,
NHS Greater Glasgow and Clyde
Submitted on 02/03/2020 at 16:26
Published on Care Opinion on 04/03/2020 at 17:19


picture of Jamie Redfern

Dear TaylorB

Thank you for getting in touch and liaising with my colleague Pamela. I appreciate that whilst our waiting list team offered you the revised appointment date in April this was still a significant waiting period for your daughter. I reviewed this last week and asked the team to bring this forward. They have now done this with the offer of an appointment next week which you kindly accepted earlier today. Whilst it has taken longer than I would have liked I am hopeful that we have been able to address the issue of an outstanding appointment date for your daughter.

I would again like to apologise for the poor communication you experienced, the additional waiting period thereafter and the stress this has caused you and your family. Please be assured that we are reflecting on this as a team to ensure this is not an ongoing issue.

I hope all goes well at your appointment and I know your daughter is in good hands with our Endocrine Team.

Best wishes

Jamie

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