"CT Scan"

About: St Mary's Hospital St Mary's Hospital (London)

(as the patient),

Once again I find myself disappointed with Diagnostic Imaging service. I had a CT scan on 15th and checked on 3 different occasions that the images and report would be with my oncologist at Southampton for their MDT meeting for a. m. of 16th as I had an appt with my oncologist p. m. of weds 17th as they are on holiday for the following 2 weeks. I received an email from my oncologist on 16th saying they’d not rec’d the scan and report in time. This left me feeling very stressed and upset that I wouldn't get the full picture post my chemo treatment.

The occasions I checked:

1. When the appt was booked - they said it would be enough time and I should let reception know when I checked in

2. I let reception know when I checked - they said it would be enough time and I should also let the scanning team know

3. The scanning team - assured me the images would be available almost immediately (as Southampton have access) and the report would be with Southampton by the end of the day.

I feel as though on each occasion the responsibility has been passed on and I’ve been told what people thought I wanted to hear. I’d rather be given the reality or be under-promised and over-delivered on expectations.

On a positive note the scanning team were excellent.

Looking forward to your comments

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Response from St Mary's Hospital

Imperial College Healthcare NHS Trust is very concerned about your feedback posted on NHS Choices and wishes to apologise to you, for the delay regarding your CT result. We would like to encourage you to contact PALS on either 0203 312 7777 or email pals@imperial.nhs.uk

If the PALS phone is busy, please leave a message and a PALS Officer will get back to you.

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Response from St Mary's Hospital

I was sorry to read of your experience with our Diagnostic Imaging Service, and I have shared your comments with the Superintendent Radiographer. He would like to extend his apologies that you were incorrectly informed that we could guarantee a report being made by the Radiologist, and being verified and available for the Oncologist to view within 24 hours.

At the present time the Team work to a 5 day turnaround from the time of completion of the scan to the report being issued, and you should clearly have been informed of this.

In relation to Southampton having access to images, I can assure you that images would have been available immediately the scan is finished as the we share the same PACS system.

All staff have been reminded of the importance of providing patients with accurate information regarding turnaround times, and once again sincere apologies that were unable to meet the expectations you were given.

Should you wish to discuss this further in person, you can contact the PALS team on 01983 534850 who will facilitate this for you.

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