"Communication is appalling"

About: Westmorland General Hospital

My elderly mother attended for urgent investigations in July 2015.

The initial consultation with the Nurse Endoscopist was brilliant; the nurse was caring , professional, empathetic...couldn't fault them.

The investigations (scan & endoscopy) went ahead within the expected timeframe for urgent investigations, no problem there.

Feedback from the endoscopy received August 2015, really pleased with the service.

However, the scan results were a different story, late in August my mother began trying to chase her scan results, to no avail.

Over the following 10 weeks or so she rang on a regular basis trying to speak to someone who might be able to help her, but was just passed between departments including medical secretaries but basically just and 'fobbed off'.

We are now well into November 2015 and she still hasn't received any official scan results but is still symptomatic.

How can this be right, is this a quality patient centred service?

No, it most certainly is not. No one seems to listen or even care.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Westmorland General Hospital

Many thanks for taking the time and trouble to post your comment regarding the service at Westmorland General Hospital. We are sorry to hear that your mother is having difficulties obtaining her results. We would need some more information from your mother or yourself in order to investigate fully and provide you with a response, and we’d therefore ask you to contact our Patient Relations team on 01539 716621 to allow us to carry this out.

  • {{helpful}} of {{total()}} people think this response is helpful