"8 week wait for test results"

About: William Harvey Hospital / Trauma and orthopaedics

(as the patient),

Excellent dept with very caring radiographer. Results in two weeks from the consultant. Wait two weeks - no results, wait another week as its a busy time. No results. Phone my local GP service to see if they had got them and I needed to collect results. No the consultant would write. Surgery suggest a call to the William Harvey to chase.

William Harvey answer message - responded as asked -go through to a dept who said consultant and his secretary were based at the Kent and Canterbury. I call them - Answer Service- say who you wish to speak to - I wish to speak to the consultants secretary, again a dept who said " he is not based here - he is a locum and based at QEQM. Given a number for his secretary, called the QEQM, no he is not based here, can put you to his extension- I leave a message regarding calling me and my results.

We are now 8 weeks later and I call direct to QEQM as I have it on good authority that he is based there. What happens, I speak to a very pleasant lady called who tells me he is based at K&C and she does his secretarial work from QEQM. She takes a message and will contact. I await with baited breath. 8 Weeks for test results! .

The usefulness of answer machines in hospitals a no more than a cost cutting exercise and leads to distortion in the system, lazy responses and cost patients time money and creates frustration. Employ a few good receptionists who love dealing with Joe Public, who will take good clear messages and follow through and who know where people are and when- even when they are on holiday. What a delight that would be for us all and wouldn't we feel less frustrated, it would also put more people of more young/senior age back into work!

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Responses

Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust

Thank you for providing feedback and I am really sorry about the delay. Please do email me and I will follow through so that you have access to your test results. My email address is Julie.pearce1@nhs.net

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