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"Lack of communication = poor MRI experience"

About: Mid & South Buckinghamshire Diagnostic NHS Centre

Yesterday I attended the Merlin Centre for an MRI scan. I have had MRI scans in the past and have always had plenty of reassurance and explanation from staff before and during the procedure which has helped make a potentially frightening experience seem very manageable. Yesterday other than checking the answers on the consent form by someone I could barely understand, I was not spoken to at all. I was loaded onto the bed and shoved into the capsule like a sack of potatoes, no-one uttered one word to check if I was ok, explain what to expect, how long it would take, how to communicate if I was experiencing claustrophobia. The capsule was particularly close fitting and I was wearing my covid mask so instantly felt extremely claustrophobic. The apparent lack of concern for my wellbeing was quite shocking and although I'd started the process with no particular worries, I was shaking like a leaf by the time it was over. I really feel that communicating with patients, reassuring them and explaining what they are about to undergo is an essential part of the whole process and not an optional extra, and on this occasion, was completely lacking. I hope my complaint results in other people being treated with more understanding and kindness during their MRI scans. logo
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Response from Mid & South Buckinghamshire Diagnostic NHS Centre about a year and a half ago
Mid & South Buckinghamshire Diagnostic NHS Centre
Submitted on 22/02/2021 at 16:16
Published on at 20:41

Thank you for taking the time to comment and share your feedback with us following your visit to Practice Plus Group Diagnostic Service, Buckinghamshire. I am very sorry to hear that your experience was not in line with the high standards we strive to provide our patients.

Unfortunately, undergoing an MRI can result in a feeling of claustrophobia, we therefore aim to reassure patients and make sure they are made to feel comfortable throughout their scan. This does not sound like it happened in your case and for that I am very sorry.

I will ensure that your comments are passed onto the MRI team who will take learning from your experience so future patients receive a better experience.

As you have not provided your details I am unable to provide specific feedback to the staff working on the day of your scan, should you wish to discuss in more detail please contact us directly.

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