"Nice hospital, rubbish patient care"

About: King's Mill Hospital

What I liked

During my first visit to the Neurology Department I was very impressed. My appointment was 11am but I got seen at 10.55. I was also seen very promptly for an ECG, and found the staff at this visit very helpful. I also thought the hospital itself was lovely and bright and airy.

What could be improved

My problem with this hospital happened after my MRI scan. I was told by the staff in the MRI department that my results would take 7-10 days. So after 2 weeks I contacted the neurologists secretary by phone. I was met with an answerphone message stating that the neurologist and their secretary were on annual leave. I was disappointed but obviously everyone is entitled to a holiday. A few days later I called back. The secretary was particularly rude, telling me that 7-10 days is very unlikely to receive a report back and that I should ring the MRI dept and complain! They also informed me that only recently they had to chase up a scan from December! Lets hope the person didn't have anything seriously wrong! Surely it is the secretary who should be doing the complaining if people are given the wrong information. Anyway they checked the system and informed me the the report was in the Neurologists office and they would dictate a letter to send to me and my GP. I hung up thinking fine, another week then and it should be here. So the following week, now over 3 weeks since my scan I called the secretary again. How wonderful another answer phone message informing me that the office was being reorganised and if I would like to leave a message someone would call me back. So I left a message with my name, date of birth etc. Well nobody called, a week later I am still waiting for a call. Now 4 and half weeks since my MRI I am out of my mind with worry. I feel it is very poor patient care to leave people waiting so long, and to not return their calls, particularly as the Neurologist has had the report for over 2 weeks. It is causing me great mental stress. I have since contacted my GP to see if they have had any luck getting the results!

Anything else?

Kings Mill had the shortest waiting time for referals to a Neurologist and to have an MRI Scan compared to Derby Royal and Queens Medical Centre.

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Responses

Response from King's Mill Hospital

Thank you for letting us know about your experience. We would like to help and would be grateful if you could contact our Customer Services team on 01623 672222 who will glady assist.

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