"Difficulty getting test results"

About: Crosshouse Hospital / Neurology General practices in Ayrshire & Arran Golden Jubilee National Hospital Queen Elizabeth University Hospital Glasgow

(as the patient),

I was referred for an MRI scan by my consultant at Crosshouse Hospital. I got an appointment letter for the scan at the Golden Jubilee, Clydebank in January. On the letter and at the scan I was told that I would receive my results in 2 to 3 weeks.

5 weeks later I still had not heard anything so I tried to find out how to get my results. I telephoned the Golden Jubilee hospital and they told me to contact the consultant who referred me. I got the telephone number for the consultant from the Neurology in NHS Greater Glasgow and Clyde website, however the number was no longer in use.

I then telephoned Crosshouse hospital, was told that a letter had been sent to my GP at the end of January. I called my GP and had to make an appointment to talk about the test results. It is now 8 weeks since my scan and I have finally got the results.

Communication regarding how to get results after a scan have to be improved, I was not told that I would have to call to get the results. I thought I would be contacted.

Better information regarding who to contact should also be provided, either in the letter with the scan appointment or on a website.

Thankfully my scan was clear but I have spent 8 weeks wondering what the outcome would be. I should have been given the information as soon as it was available.

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Responses

Response from Laura Harvey, Improvement Lead - Customer Care, Customer Care - Quality Improvement, NHS Ayrshire and Arran

Dear Scarleto

Thank you for your post. I was disappointed to hear of the additional anxiety you encountered as a result of the delay in you receiving your test results and for the poor information available to you in regard to how you could access the results.

There is clearly an opportunity here for us to look at our current processes in relation to patients receiving results in an efficient and timely manner, and to explore how we can ensure your experience is not repeated.

In order to do that, I would appreciate the opportunity to discuss your recent experience. If you would be happy to do so, I can be contacted direct on 01292 513610, or via email at laura.harvey@aaaht.scot.nhs.uk. However, please be assured that I will look into this matter based on your helpful feedback.

Once again, please accept our apologies for this poor communication and thank you for taking the time to feed this back to us.

Kind Regards

Laura

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Response from Christine McGuinness, Communications Manager, Golden Jubilee National Hospital

Dear scarleto

First of all, apologies for the delay in responding to your post.

We are sorry to hear that you had a delay in receiving the results of your scan and for any lack of communication around how to access these.

We pride ourselves on providing an atmosphere of continuous improvement and welcome all feedback, whether positive or negative, to offer the highest possible standard of care for all of our patients. As a national resource for NHSScotland, it is also important that we learn how we can communicate more effectively with our partner NHS Boards.

As patient opinion is anonymous, we would be grateful if you could contact us to allow us to look into your case and learn from your experiences for the future.. We can be contacted by emailing comms@gjnh.scot.nhs.uk or you

If you have any further enquiries or concerns, please do not hesitate to get back in touch.

Kind regards

Christine

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