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Unnecessary waiting time

Posted By Vixi

"Unnecessary waiting time"

About: Pilgrim Hospital / X-ray and Scans

(as the patient),

After arriving at Pilgrim hospital for my appointment, I sat in the waiting room (which was empty when I booked in) for over half an hour. I was keen to be seen quickly due to corona virus and felt that the delay was unnecessary. One X-ray technician called another patient that wasn’t there and then was quite some time before she returned to call me, even though she hadn’t taken anyone in to x-ray them. There seemed to be a number of members of staff who didn’t appear to be doing anything other than chatting. Whilst I appreciate the fact that at busy times, appointments are difficult to stick to, the department was deserted when I arrived, so I fail to see the need for such a delay.  

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Responses

Response from Nigel Allen, Radiology Services Manager, Radiology, United Lincolnshire Hospitals NHS Trust 3 years ago
Nigel Allen
Radiology Services Manager, Radiology,
United Lincolnshire Hospitals NHS Trust

Submitted on 28/01/2021 at 12:32
Published on Care Opinion at 12:32

Thank you for your feedback, and we apologies that your experience of our service did not meet your expectations.

We are not absolutely certain when you attended, but in the current climate it is difficult to assess how busy our services are.

As you mention, we have had to revert to appointment times for x-rays from GP’s to ensure that we adhere to social distancing rules…as we are only allowed so many patients in the department at any one time to ensure the safety of our patients and staff.

When we call a patient from the waiting room it is may appear that other patients who arrived later, are called first, and that may because they have appointments for other types of imaging procedures (for example CT, MRI, Fluoroscopy, Dexa etc.), and a reason we have large notices in our waiting rooms to explain that process. We appreciate that it may appear confusing.

Regarding the number of staff, we do have radiographers assigned to x-rays within the main x-ray department, but radiographers also cover in other areas such as CT and MRI scanners, or go to the operating theatres for example. And because of the Covid situation,

We are undertaking more x-rays on the wards (mobile x-rays) including Intensive Care during this crisis, but also within the Accident and Emergency, so that patients do not have to go to the main X-ray Department which is making the x-ray process quicker, and definitely safer during this Covid period.

Consequently, the waiting room can appear relatively empty at times. We also have a number of students on site currently which may account for the number of people seen?

Thanks again for your comments, and again pleased accept our apologies.

Regards

Nigel

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