"Delays and lack of patient focus"

About: East Surrey Hospital

Elderly and frail patient arrives for ct scan, as a direct follow-on from previous treatment, by specific arrangement through GP. Sent to AMU (rather than direct to CT scan unit) and left waiting for two hours before being seen by a doctor, who did not want to have ct scan done, despite clear previous advice. Subsequently over-ruled by senior doctor. Further delay of an hour for ct scan, only prompted by carer chasing for action. Further delay of an hour for results to be reviewed, again only when prompted by carer chasing. Original doctor had been redeployed/gone off duty with no handover to other staff. Overall time taken was six hours, for something that could have taken no more than one hour. No joined up management or focus on patient needs; each party just passed the patient to another queue and washed their hands.

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Responses

Response from East Surrey Hospital

Thank you for taking the time to post your comments. I would like to be able to look into this matter in more detail. If you could ask the patient concerned to contact me directly, I will pass on any concerns to the relevant person. If they are unable to contact me directly, then their next-of-kin can also email me at maxine.may@sash.nhs.uk. Many thanks Kind regards Maxine May Communications Officer

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Response from Ben Mearns, Chief of Medicine, Surrey and Sussex Healthcare NHS Trust We are preparing to make a change

picture of Ben Mearns

Dear Mr Haynes

Thank you for your feedback. It is very important that we try to minimize delays in the waiting area on AMU and I am grateful to you for your comments.

I am sorry that you waited so long for the scan. It is true to say that GPs refer to us for a review of your case and then it is up to the hospital team to decide if a scan should be offered. I can see how frustrating this would have been and indeed when there was a difference of opinion offered from the junior to the senior doctor.

I have asked one of our Consultants and a Physician Assistant to look at our current processes as we know this needs improvement and hopefully we can prevent similar delays in future.

Thanks again for your feedback as it will definitely help us to improve the service.

If you would like to discuss the matter further please do get in touch via email if you are happy to do so on: ben.mearns@sash.nhs.uk.

Kindest regards

Dr Ben Mearns

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