"Out-patient diagnostic tests, but long wait for results"

About: Medway Maritime Hospital / Cardiology Medway NHS Foundation Trust

(as the patient),

I received out patient appointments in a timely manner although I do question why my appointments were at MMH when Sittingbourne and Sheppey hospital provide the service which is closer to my home? Surely common sense should be used and patients provided with an appointment closest to home unless otherwise requested?

Dexa Scan: when scan completed I was told that the result was not be available for six weeks which seems excessive. Having said that, at least I know.

Echo: I was not told how long it would be before myself and my GP would be advised of the result. When I contacted the administrator, despite leaving a message as instructed, I had no response. Two more phone calls before I was able to speak to the administrator who proceeded to tell me how busy they were, that they are overworked and patients keep phoning with enquiries. When I pointed out the message says they will respond they again said they did not have time. When I suggested they speak to a line manager and explain they are over worked they said it was not for them to do and they would not listen. When I suggested that the ECG technician advises patients that the result may take up to 6 weeks they again said that was not for them to arrange. When I pointed out that problems need a solution they said I was stopping them working. While I do understand and sympathise, this attitude does not help patients and it is all very well having tests but when a patient is concerned and feels they are being pacified with excuses this does not help.

Having said this, MMH staff are generally helpful and polite, but it seems the administration team are not managing their workload, it is all very well testing patients but if the admin. team cannot keep up with the demand it is concerning.

May I suggest that MMH value and increase the administration team to enable timely reporting?

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Responses

Response from Medway NHS Foundation Trust

Thank you for taking the time to offer us your feedback.

Please accept our apologies for any misunderstandings with members of our staff and their poor attitude.

In order for me to investigate the points you have raised, could you please contact me directly with your name and date of birth.

Thank you

Regards

Anne- Marie Moore

Service manager

01634 830000 ex 6728

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