"Poor communication between departments"

About: Royal Bournemouth General Hospital

Recently my daughter had a colonoscopy which came to a halt when a mass was seen in the sygmoid colon. It was suggested that she go straight for a scan so needed to drink plenty to ensure a full bladder. This she did only to be told that as it was a nurse led clinic it would be better if she came back another day. So she left hospital with a sheet of paper containing the words Mass, Tumour and Fast Track and to come back 6 days later for a Transvaginal scan followed by an MRI a further 5 days later. Today she had the scan and was in and out in 5mins. The radiologist performing the scan said she didn't know why she had been referred to her for a scan and that it was a waste of her time as everything would be seen in the MRI next week. So here you have it. A 28yr old wondering what is wrong with her is being passed from one department to another without that department seemingly understanding why she had attended. Surely there should have been some notes explaining the situation and what was required of the radiologist. She should have known and halted the appointment if she felt it not appropriate. A waste of the radiologists time, my daughters time (having taken time off work to attend) and a waste of precious NHS resources not to mention the needless cost of parking in the over priced car park. My daughter is worried sick about what could be wrong with her and didn't need a radiologist telling her that her appointment was a waste of time. Poor show RBH

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Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear ‘Frustrated’

Thank you for taking the time to share your daughters experience with us and I am sorry to hear that it did not meet your expectations or the standards we as a Trust aspire to.

Your comments have been shared and discussed with the Radiology management team and they take your comments very seriously and have asked me to share this letter with you that you see below.

Dear Madam

I regret that your daughter did not have a good experience of our ultrasound service. It is important that we address the causes of this poor service and I would welcome the opportunity to investigate the concerns you raised if you are willing to confidentially share your details with me on 01202704121? You may also like to consider contacting The Patient Advice & Liaison Service on 01202 704886 or email them at pals@rbch.nhs.uk

Please accept my apologies for your experience. We view all feedback as an opportunity to review and improve our service and therefore, your anonymised comments will be shared with the appropriate teams.

Kind regards

Sarah Oliver

Radiology Directorate manager

Radiology Department

I hope that this will provide you with evidence of how seriously we take all feedback and that you will take this opportunity to discuss in confidence with Sarah Oliver.

Kind regards

Sue Mellor

Head of Patient Engagement

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