"TIA Clinic"

About: Russells Hall Hospital

We attended the TIA Clinic on Saturday 23rd August 2014. When we entered A4 we were greeted by a friendly Sister who directed us to the clinic, which was a consultation room just to the right of the entrance to the ward. She explained we were to wait in here until the consultant was ready to see us. She said he would have to see all the patients on the ward first, Considering we had an apt for 09.15am I was shocked being told we would have to wait. When we heard her letting the consultant know we had arrived, he was moaning, saying why have we been booked onto a clinic on a Saturday. Whilst waiting in the consultation room, We couldn't help but notice how messy and un-kept it looked. A few posters were hanging off the wall, and there were several blobs of white tack left on the wall where posters had obviously fell off. Not only that, on the desk in the room was a pick list of clinic patients, including there names, unit numbers, Date of birth etc. I was appalled that this had been left carelessly on the side for us to see. What has happened to Patient Confidentiality? The consultant finally came to see us at 09.45am, 30 minutes after the apt time we were given. We were told that my Grandma needed a CT scan that day. He said after we have been for the CT scan we were free to go home and he would contact my Grandma on the sunday morning with the results and the plan of what was going to happen next. It is now Tuesday and we still haven't heard from the Dr or anyone for that matter! My grandma has rang the hospital on 3 separate occasions. First being told that someone would call her back, then the second person she spoke to said 'I don't work here often so I don't know what's going on, I will get someone to call you. Then the third time she was told that they no longer had her notes as they have been sent back to file. I think this is disgraceful. Not only has my Grandma been through enough stress with having a Mini Stroke, She now has the stress of worrying what the results of the CT scan will be. Please can you advise what is going to be done to rectify this situation, and when will my Grandma find out the results of her CT Scan.

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Responses

Response from Russells Hall Hospital

Thank you for taking the time to let us know about your grandmother’s experience of our TIA clinic. We are sorry you were not fully satisfied with the service you received from us. We must apologise if your grandmother had to wait longer than was expected to see the consultant. The TIA clinic we offer during the weekend is an additional service run on an ad-hoc basis for patients who need to be seen within 24 hours of their referral. We always do our best to keep to scheduled appointment times but because of the nature of this particular clinic, sometimes delays do occur. The normal process following a scan is for patients to be contacted only if there is an abnormality found on the scan, otherwise the results will be given to them through the usual follow up process, where patients are sent an appointment letter through the post to meet with their consultant in around eight weeks’ time. Patients should be informed about this after their scan and should also be given information outlining the tests undertaken and what to expect from the follow up process. We can only apologise if you received incorrect information and that your grandmother was expecting a telephone call. We appreciate that this may have caused you and your family worry. We have passed your feedback on to the teams involved in your grandmother’s care and your comments will be used to help us to improve patient experience for future patients. Inappropriately sharing personal information about patients is unacceptable and so the Information Governance manager has been informed about the incident. The matron and lead nurse for Ward A4 have also been informed and have further reinforced with their team the importance of respecting the confidentiality of our patients. If you still have concerns about your grandmother’s care or scan results, we would urge you to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510. The team can then review your grandmother’s medical notes and look into the issues you have raised further.

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