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Unreasonable wait time for results

Story from nhs.uk

"Unreasonable wait time for results"

About: Russells Hall Hospital

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My wife had a heart scan on 10th May 2013 following the usual NHS wait times. she has been (and still is) in extreme discomfort. As of today 28th June some 7 weeks later she has still not had the results of this test. Our GP requested results and was told they would be provided by phone directly on Wed 26th. Nothing. On contacting the Consultant's secretary (stand-in) yesterday the response she received was almost to the point of abuse. "There are hundreds of these, I don't know when you'll get the results but I don't have them." and more on the same theme. After intervention by the GP's office there was a weak promise of a letter to be sent but I am not hopeful. If the person contacted was in a business speaking to paying customers like that she would be out of work now. Don't use this place if you can avoid it - I am convinced it is a permanent losing ticket in the postcode lottery of NHS.

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Responses

Response from Russells Hall Hospital 10 years ago
Russells Hall Hospital

Submitted on 11/07/2013 at 18:43
Published on nhs.uk on 12/07/2013 at 04:00

Thank you for taking the opportunity to let us know about your wife’s experience of our hospital. We are concerned to hear that you felt one of our members of staff was rude when discussing your wife’s results with her – we would never expect any of our staff to speak to patients in this way. We know that waiting for results can be a very anxious time, so we can only apologise that your wife has had to wait longer than is expected for her results. Scans and reports are dealt with in order of clinical urgency and so those results which are needed urgently for surgery or lifesaving treatments may be given priority and dealt with more quickly. This aside, a seven week wait is far longer than we would expect. We would welcome the opportunity to look into this issue for you but to do this we would need to review your wife’s case notes. We would urge her to get in touch with out Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510 to arrange a meeting with the clinical team.

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