"Ultrasound visit: moments of kindness go a long way"

I am writing to thank staff at the Ultrasound Dept of Charing Cross for their kindness, compassion and empathy a few days ago - in particular, radiologist Prof. Lim and radiographer-in-charge, Vishal.

Society sometimes risks forgetting that 'overworked' doctors are also patients and carers of their loved ones. I work as a hospital-based NHS consultant in Devon.

My 80-year-old father had received an appointment to attend for an ultrasound scan at Charing Cross on a Friday morning. He is disabled and cannot get out of his wheelchair without assistance from a hoist. He also relies on carers to get him ready in the morning, and into his wheelchair.

I would need to transport him to the appointment in his wheelchair-accessible vehicle (he gets anxious about waiting for alternatives such as taxis or ambulance transport). I phoned to ask if we could re-book the appointment for a later time of day, to allow me time to reach London from Devon, and time for his morning personal care to be performed.

The booking officer was very understanding and tried to seek alternative slots. I appreciated the fact that he explained the challenges/barriers in detail while he was searching, e.g. that this specific scan is only performed on Prof Lim's list on Friday mornings. He also explained that due to some cancelled lists, the next date might fall more than 6 weeks later, resulting in need for re-referral. He suggested the scan might be helpful if done sooner.

I mentioned Dad would need a hoist to assist him from his chair to the scanning bed/table. The officer explained it is best to tell the team on arrival.

Hence, I arranged for Dad's morning carer to start earlier than usual at 8am. Unfortunately, having finished work late on Thursday, I was late setting off from Devon and eventually reached Charing Cross Imaging Dept about an hour late.

Vishal came and explained the team would not be able to fit in Dad due to other cases remaining on the list at that time. I asked if I could speak to Prof Lim to give my feedback (e.g. about difficulty rearranging slots). As you can imagine, at this point I was tired (on the road 3-4 hours rushing) and worrying when a future appointment might be offered.

Much to my relief, Vishal returned with an offer of an appointment in 2 weeks' time at 12pm. That would suit me and Dad's schedule much better. I gladly accepted. 

Vishal explained that Prof. Lim was currently scanning a patient. Having received the above offer, I felt less of a need to speak to the professor. While Vishal was entering our new booking, however, Professor Lim arrived in the waiting room to speak to me.

I greatly appreciated this kind act. He could have easily left it to other departmental colleagues to simply send us away with a rescheduled appointment, and saying he was too busy.

Professor Lim explained he still had 3 more complex cases to fit in that morning. When he heard I had driven up from Devon, and seeing Dad, he clearly understood the efforts that we had gone to, e.g. I mentioned carer had also come early, etc. He contemplated again whether he would be able to fit in Dad's scan that day in any way, to save me (and Dad) a repeat journey.

I explained that we were happy to return. He was wondering about my availability, but I explained I am usually off work on Fridays. Instead, I suggested that now that he and Vishal had seen Dad in person, the team could realistically put measures in place for a smooth scan visit in 2 weeks' time, e.g. with hoist and appropriate sling ready.

(I told them Dad and I were particularly anxious for the hoist to be planned, in the light of experiences at his last CT scan at Hammersmith Hospital: an appropriate sling was sourced from a ward and fitted, then the hoist was brought into position, only to discover that its battery was flat. We then had to wait for battery to recharge, and eventually left the dept after 7pm , having attended for an appointment scheduled approx. 3.30pm, with Dad fasting).

After Professor Lim spoke to us, Vishal also took time to apologise for any inconvenience. He recognised Dad's frailty and disability.

As we waited for the lift (an age-old tradition/sport for any Charing Cross visit), I also noted that kind people still exist in the world - partner of a seemingly pregnant woman with a child in pushchair allowed us ahead of them when a lift appeared, and they carried on waiting for the next one.

As outlined in the story title, I felt a sense of happiness and contentment as we left the hospital, having experienced these moments of simple human kindness; and recognition of the efforts that an elderly patient and their relative have to go through in order to attend a seemingly simple appointment.

Thanks again!