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Mixed information and mixed staff attitudes

Posted By Angie150

"Mixed information and mixed staff attitudes"

About: Royal Alexandra Hospital / Radiology

(as the patient),

Having had a ct scan at the R.A.H. yesterday, I was horrified when entering a large open waiting area. A member of staff behind the desk asked in a raised voice for me to confirm my name, address, date of birth and last four digits of my phone number! So much for patient confidentiality. While I was waiting I was privvy to other peoples details.

I was called through by some officious person who told me about putting a gown on etc. They left water for me to drink. I said I was full of water. Well. Then I was reprimanded for drinking more than 500mls of water before I left home and the staff member was required to give me a further 500 mls in the unit. I informed them that I had followed the instructions on the appointment letter in which it states that you have to drink "plenty" of fluids before leaving home. I had also been drinking from my bottle of water since arriving in the unit. This person was not happy. I showed them the letter. I suggested that if the letter was no longer factual then it should be updated. I got told this would be pointed out to the Manager since they weren't the ones that sent them out. I said Good. I will complain too!

Once I got past this officious staff member and into the scan room, the staff were lovely. Very efficient and professional. My thanks to them.

Such a shame about the staff I met before them.

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 6 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 09/10/2018 at 08:25
Published on Care Opinion at 13:13

picture of Nicole McInally

Dear Angie 150

Thank you for getting in touch.

I am sorry about the lack of privacy in the waiting area, and the attitude of the staff regarding the preparation instructions. I will ask the General Manager responsible for this service to look into the instructions on the appointment letter as it is vital that this information is up to date and accurate. We will provide you with a further update.

I am glad that the staff in the scan room were lovely, efficient and professional.

Take Care

Nicole

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Angie150 (the patient)

Having had my ct scan at the start of October 2018, I have no idea how long it will take to receive a result. My thanks goes to the lady who answered the phone to me today at scan department. She was able to tell me that my scan had not been reported on yet and results could take another while!

So the long and anxious wait for results continues without any end in sight and no knowing when anyone will inform me.

What is an acceptable wait for results?

Update posted by Angie150 (the patient)

One month ago today. Still no scan results.

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 6 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 20/11/2018 at 13:36
Published on Care Opinion at 15:28

picture of Nicole McInally

Dear Angie 150

I am sorry for the delay in responding to your posts.

I apologise for the lack of privacy in the waiting room and I have asked staff to be mindful of this when asking patients to confirm their details.

I have discussed your post with the staff and we apologise for the way you were spoken too. The staff member had not realised that you had been drinking from you own water bottle and we have reminded the staff of the importance of listening to what patients are saying.

We are reviewing our leaflets and appointment letters to ensure they have consistent information.

The results of your scan will be sent to the clinician who referred you for the scan.

I would like to thank you for your kind comments regarding the radiographers.

Kind Regards

Lynn Ross

General Manager - Diagnostics

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Update posted by Angie150 (the patient)

Thank you for your response.

Your member of staff seemed full of their own importance and was not listening to anything. They were infuriated that I had drank more than 500mls before leaving home and were to give me 500mls when I got there. Contradicting what my appountment letter said. I sat in the waiting area drinking from my water bottle that was witnessed and was in my hand when this staff member called me through. That behaviour was outrageous and uncalled for.

Thankfully the important staff in the scan room were excellent at their job.

I received my results 6 weeks later. Far too long and an extremely anxious time waiting.

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