"Need to know more about X-ray appointments"

About: Kent and Medway Medway Maritime Hospital / X-ray and Scans

(as the patient),

My GP at the Thorndike surgery in Rochester didn't know if I had to book an appointment so I phoned the X-ray dept and left a message but no one rung back.

After 2 weeks I decided to ring again and was told it was walk in and wait until 4 pm. So I drive & the car park is full and queuing up but I've taken time off work so I leave my car in the hospital grounds and the receptionist says 30 mins wait so no time to move car but all people waiting say they've waited for well over 1 hour, while one person said over 2 hours.

Feels like my stress levels are going up as just asked having waited 30 minutes told likely to be 90 mins wait but told the dept closes at 4. 30 ish.

We have got to know what to expect!

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Response from Medway NHS Foundation Trust

Thank you for your recent feedback.

Please accept my apologies that you found the service unsatisfactory.

I will be discussing with staff the issue of keeping patients informed about waiting times and the lack of communication when messages have been left on the answerphone as this is not what you should expect.

Thank you for bringing this to my attention so that I can improve the way we work going forward.

Carole Ann Holmes

Operations Manager Diagnostics

telephone 01634 830000 ex 5560

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Response from Medway Maritime Hospital

Thank you for providing feedback on your experience at Medway Maritime Hospital. We will ensure that all staff responsible for taking phone calls from the public are aware of the exact message they need to give. Patients who leave answer machine messages should be called back. There is an electronic scrolling board above the north wing reception that should give up to date waiting times for patients attending via the walk in service. This should be updated hourly or indeed when reception staff notice very busy periods. Reception staff have already been advised that this is a priority and must ensure that this is up to date to allow patients arriving to decide if they wish to wait or return on another day. There are very busy periods in imaging as the volume of patients attending is so variable. Whilst every effort is made to see patients in a timely manner sometimes volume of patients results in increased waiting times. We apologise for the experience you had on the day that you attended the department and hope that the above changes will prevent such an experience in the future.

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