"X-ray delays"

About: East Surrey Hospital / Trauma and orthopaedics

(as the patient),

My doctor sent me to East Surrey Hospital in early July 2013 fort an X-ray of my foot. It was carried out promptly that day and I was told to expect the results to be sent to my doctor in 5-6 working days. To allow more time I booked an appointment with my doctor in mid July.

When I went to see him he told me nothing had yet come through and that this situation had become normal at East Surrey of late. He asked the surgery admin team to chase it up. A two-line report finally arrived a further week later and I booked another appointment with my doctor at the end of July.

My doctor had also from the outset said that he wanted to see the actual X-ray image and not just the short report. I was told this would cost £10 and I would need to go to the hospital to pay for it and order it. I went there the same day and paid my £10. It is now August and nothing has arrived so I tried to call the X-ray department to see what was happening. The phone rang and rang for 20-30 minutes and there was clearly never going to be anyone to answer it. So in desperation I am writing this in the hope that someone might see it and actually DO something.

It seems that the X-ray department do their own specific job of X-raying patients reasonably well by the admin and follow-up is disastrously bad, and without this follow-up the X-rays themselves are worthless.

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Response from Eloise Clarke, Communications Manager, Surrey and Sussex Healthcare NHS Trust

Dear 'mjddorking'

I am very sorry to read about your experience. I understand that this must be very frustrating for you and I'll try and find out what is happening with your x-ray. We have had to implement a new radiology imaging system for reasons outside of our control, and although we planned for and expected a small delay in our service, we have experienced additional technical problems that have caused unexpected delays that we are working with our contractors to resolve as a matter of urgency.

Please can you send me your full name and date of birth and the name and address of your GP, and I will try and find out what is happening with your x-ray.

my number is 01737 768 511 ext 6844, eloise.clarke@sash.nhs.uk.


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Response from Eloise Clarke, Communications Manager, Surrey and Sussex Healthcare NHS Trust

Hello again 'mjddorking'

Thank you for talking to me on the telephone and letting me know today that you have now received the disc of your X-ray picture. I am very sorry that you experienced a very frustrating journey to get to this point and hope that this doesn't taint your perception of the hospital. As explained, the Radiology department is experiencing some delays in its service at the moment due to a new system being installed, but please be assured that we hope to resume our usual service standards as soon as possible.

Best wishes and I hope you get your problem with your foot sorted soon.


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