"Gynaecology and ultra sound scan"

About: Medway Maritime Hospital

I have had 3 procedures now where results have 'gone missing' between the hospital and my GP. This resulted in scans having to be repeated and a Kafka-esque nightmare of trying to get through to the right department at Medway via a switchboard. Sometimes the phone line rang out, other times I was put through to entirely wrong departments.. For full review read on!

Referred for an ultrasound after an arrogant GP told me they were sure my painful symptoms 'were nothing'. That is an unacceptable thing to say to a patient, made me feel embarrassed for coming to see them. After a year of suffering, I demanded an ultrasound.

These Results from ultrasound at a different hospital (Memorial) went 'missing'. Was left by my GP surgery to try and track them down- they never materialised so had another scan at Medway.

Ultrasound at Medway- results from there 'went missing' too. So my consultant at Medway had to repeat a scan. The gynae nurses were fantastic & literally held my hand for a distressing procedure. Consultant was thorough and told me my results would be posted out to me and that I would be monitored on a six monthly basis.

About a year passed and I didn't receive a referral so had to arrange for another ultrasound directly via the gynae's secretary.

At this ultrasound, the operative asked me what they were looking for. I wonder, isn't that what my patient record is for- or has it once again been misplaced? They then shot their load of lubricating gel over my exposed stomach without any kind of warning or explanation. They told me I was to ring my GP for results in 10 working days for results. It's now been 15 working days and no results have materialised- if they have gone missing again, that would be just perfect- and so it continues..

I appreciate Medway is a failing hospital, however, losing patient records is outstandingly incompetent. How can records be lost unless they are paper based- if so, why are they paper based? Also, get some answer machines or re-divert phonecalls if nobody is there to pick up, you can't just ignore us!

Thankfully, I'm able to express myself quite clearly and have been active in chasing down results and requesting appointments. I often think what if I was elderly, had learning difficulties or did not have good English language skills, there would be no hope of me receiving treatment at this hospital, to the detriment of my health.

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Responses

Response from Medway Maritime Hospital

We are very sorry to hear that your experience at the hospital was not of the standard that you should expect. We would like to look into your individual concerns in more detail but will need more information in order to do this. Please can you contact our PALS team between 9am and 5pm Monday to Friday, by phone on 01634 825004 or 01634 830000 x5793 or by email at Pals@medway.nhs.uk.

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