"Keeping Patients Informed"

About: Royal Lancaster Infirmary

I had a scan over a week ago. I've never had a scan before, nor any serious illness so the process is a little daunting. I'm also keen to know the results; not only because i'm in some discomfort, but also because i'd like reassurance that nothing serious is wrong. Unfortunately, neither any sort of update nor any succor or reassurance has been forthcoming. I've called today to try and find out what's happening, and spoke to a booking clerk. The lady I spoke to audibly signed when I had the nerve to ask whether I can assume that, as i've not heard anything for nearly 10 days, there mustn't be anything serious wrong. I was told that nobody will have reviewed my scan, and was then told that the radiographer will have looked at my scan. If this is the case, then letting me know that nothing serious has been found, and telling me the next steps would've been a basic step in customer service. The booking clerk I spoke to was completely devoid of any human empathy or understanding - she was wholly unable (or unwilling) to put herself in my shoes and consider for one second that waiting with no update for a scan result may be a little stressful or worrying.

Story from NHS Choices

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Response from Royal Lancaster Infirmary

Thank you for your comments on our NHS choices page. We apologise for the experience you describe and would be grateful if you could contact our Patient Experience team on 01539 795497 so that we can respond to your posting fully and ensure you receive your scan results in a timely manner.

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