"Facilities dated, however patient care excellent"

About: West Cumberland Hospital

I was sent to the West Cumberland for a VQ Gamma Scan in the Nuclear Medicine Department as the scanner at Carlisle was broken. From my first contact with the hospital to leaving after the procedure had been completed, I was treated with dignity & respect. The day before my scan I received a phone call to confirm the scan time & to discuss any questions I had. The member of staff was able to fully answer all my specific questions relating to the scan (none of the consultants at Carlisle or radiology technicians could answer my questions relating to dose uptake or fetal exposure - I`m 30 weeks pregnant). I found this really reassuring as I was then able to weigh up the risk & make an informed decision about the scan myself rather than just accept the opinion of the consultants, who when asked were unable to answer my questions. When I arrived at the department I was greated with smiles and made to feel very welcome. There were some complications administering the isotope, however the nurses were sympathetic, reassuring and ultimately very caring in their approach. The scan was completed and we discussed the best way for me to receive the results asap. I returned home to Carlisle and waited for a phone call from Carlisle Ambilatory Care. It was almost 2pm and I had still yet to receive a phone call so I rang the Cumberland Infirmary to try and chase my results. I was passed from department to department and in the end I rang the member of staff back at the West Cumberland and they were more than happy to help. The member of staff rang Carlisle and chased up my results. I received a phonecall from Carlisle that included a mumbled apology and a brief 10 second conversation regarding my results, when I asked for more information I was told that I should contact my GP to discuss further. I honestly belive I would not have received my results today if they had not chased them up. The paitient care shown at the West Cumberland is head & shoulders above the Cumberland Infirmary & I believe that praise should be given when its deserved, especially when there is so much negativity surrounding the NHS. I've rang the department to pass on my thanks. They made a worrying and scary procedure much more bearable, brilliant patient care.

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Responses

Response from West Cumberland Hospital

Thank you for taking the time to provide this very detailed feedback regarding your recent experiences at both Cumberland Infirmary Carlisle and West Cumberland Hospital. I am pleased to hear that your procedure at WCH was so reassuring for you. We will use your comments to improve the consistency of care . Thank you again Alison Patient Experience

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