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Cancelled and Rescheduled Endoscopy

Posted By MagsC

"Cancelled and Rescheduled Endoscopy"

About: Gartnavel General Hospital / Endoscopy New Victoria Hospital / Endoscopy

(as a relative),

My husband had an endoscopy appointment at the Victoria Infirmary, we got a phone call to say it was being cancelled due to the doctor scheduled to do procedure off sick. I fully understand that these things happen, medical staff can be sick like the rest of us and not manage work in their case more important that they don't pass on any sickness to patients, however I asked didn't they have an on-call person or perhaps if patients could travel go to another hospital?

The member of staff I was speaking to asked me to hold and they'd try Gartnavel,  but they came back on and said Gartnavel don't do endoscopies on a Friday. So no endoscopy staff on a Friday at Gartnavel, that doesn't sound good.

I did explain that this endoscopy was some that was needed to be done, also husband had been off the blood thinner for 2 days to accommodate the procedure, so again we would be very willing to travel, as he has been a Hairmyres patient also.

Anyway, this very nice member of staff said can I call you back I'll go speak to my manager. So about 30 mins later they came back on said Stobhill in the afternoon and remember change his eating plan due to his diabetes. I thought now could have been told sorry just telling you cancelled but here someone who went the extra NHS mile as many do to try and help patient, so thank you to this staff member and also to their manage, who also made an extra effort and helped us get this very concerning procedure done and got husband on medication to help his problem.

But just shows how backlog appointments happen if one person off sick all those patients on the list put back and others put back to take on the extras .

Maybe a plan put in place to utilize Gartnavel on a Friday to  take the overflow? I know there will be justified reasons that these no cover for an absent professional, but need a back up plan so service is managed and patients not on long waiting lists. 

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 2 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 18/05/2026 at 08:59
Published on Care Opinion at 08:59

picture of Nicole McInally

Dear MagsC

Thank you very much for taking the time to share your husband’s experience. I am sorry for the worry and disruption caused by the initial cancellation of his endoscopy appointment understand how stressful this would have been, particularly given the preparation required, including stopping medication and managing diabetes.

I appreciate your understanding that staff illness is sometimes unavoidable, while also recognising your concern about how cancellations can impact patients and waiting lists. Your comments highlight an important issue and help us reflect on how services can remain as responsive and flexible as possible when unexpected challenges arise.

I am delighted about the care, and commitment shown by the member of staff who took the time to explore alternatives, speak with their manager and ultimately arrange your husband’s procedure at Stobhill later that day. It is reassuring to hear how this “extra mile” approach made such a difference at a very worrying time for you both.

Thank you for your suggestion of using Gartnavel on a Friday. There can be clinical, staffing and operational reasons why this can be challenging, but feedback like yours helps services consider how contingency planning could be improved to reduce delays for our patients.

Please pass on my best wishes to your husband.

Thank you

Nicole

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Response from Margaret Barlow, Interim Lead Nurse, Endoscopy, NHS Greater Glasgow and Clyde 2 months ago
Margaret Barlow
Interim Lead Nurse, Endoscopy,
NHS Greater Glasgow and Clyde

Submitted on 19/05/2026 at 09:18
Published on Care Opinion at 12:16

Hi MagsC,

many thanks for taking time to write to us regarding your husband's procedure that was cancelled at Gartnavel. I can only apologise for the inconvenience and upset this has caused. Unfortunately we do not have Consultants or Operators based in our units and I would like to reassure yourselves that before we call patients to cancel procedures we explore all other sites to see if we can move patients to other hospitals to have their procedures. Cancelling patients is a very last resort and again I am sorry this was the only outcome for your husband.

Unfortunately we were unable on that day to find another area to scope your husband.

Regarding the member of staff you spoke to regarding Gartnavel don't do endoscopies on a Friday. I apologise again for this miscommunication. All our units work all day 5 days per week but on that day there was no Operator available who carried out your husband's type of procedure. Again I am very sorry for the confusion this may have caused.

Again many thanks for you highlighting these issues and I will pass on your thanks to the staff who tried to re-arrange your husband's appointment. I hope your husband has now been seen and is recovering well.

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