"Previous excellent experience, now disappointed"
About: Chesterfield Royal Hospital Chesterfield Royal Hospital Chesterfield S44 5BL
Posted by Disappointed Patient
I'd recently been sent for an MRI by a doctor in the Eye Department, and am currently awaiting the results. Unsure as to whether I should make an appointment or if the hospital will contact me (as I had been told both by two different members of staff), I decided to call to get some clarification.
I spoke to a member of staff in the Eye Department reception, who was polite and put me straight through to the secretary. This "secretary", who didn't offer up their name, has zero professionalism, zero people skills, was unhelpful, dismissive and downright rude.
The conversation I had went as follows:
"I was hoping you could help me, I had an MRI on x date and was wondering if I am supposed to make an appointment for the results or if the doctor will get in touch with me"
"Well, it depends. You'll either discuss it at your next appointment or someone will get in touch"
"My next appointment isn't until June, which seems a bit far away to wait for an MRI result"
"Well then someone will probably get in touch with you"
"Could you give me some idea when that would be please?"
That was it. No. Followed by silence.
I waited a few moments to see if they would add something further, such as "it usually take x amount of time" or "if you haven't heard by x date, then please call back". But that was all they said. No.
After the awkward silence, I said "Thank you" and hung up.
This is completely unacceptable. When waiting for something as important as MRI results, I would not expect to be 'chinned off' by a member of staff who clearly couldn’t be bothered having to take this call. It may not have been important to them, but it is important to me. This member of staff could do with learning some basic customer service skills, not just because they are dealing with members of the public but more importantly that the people are patients !!