"Long wait for my mother's CT scan"

About: Basildon University Hospital / Older people's healthcare Mayflower Community Hospital

(as a relative),

Following a recent fall at home and a three week stay along with testing at Mayflower Community Hospital Billericay, my 80 year old mother was referred to Basildon Hospital (AMU - East) to have a CT scan of her head to rule out any additional problems, as she has been experiencing confusion and inconsistency.

My Mother has suffered a number years with various ailments and serious health conditions which she has regular medication for (over 30 tablets per day) she also has type 2 diabetes and is unable to walk unaided so it is vitally important that she drinks, eats but above all she has her medication.

My 85 year old Father sat with her for over five hours waiting for the CT scan. When I turned up at the hospital I was seriously concerned that the Doctor in charge and her team had not followed standard protocol. My Mother had been sitting in a standard chair in the waiting room; her legs were swollen due to not being elevated, she had not eaten or had a proper drink but more importantly she had not been given any of her medication. In addition to this they had sent her for a chest x-ray, which she had had already the previous week at Basildon, and not the CT scan we expected. My Mother was understandably distressed.

When I spoke to the Doctor and a member of her staff it was apparent that they had not looked at the notes that had been passed on from Mayflower and could not find her medication charts. I fully understand that there are set procedures which have to be adhered to and a patient need to be assessed but this clearly didn’t happen and is unacceptable.

The situation only progressed after I raised my concern and escalated this to the Consultant on duty and he arranged the scan, antibiotics and her medication. My Mother finally had the CT scan at about 9:30pm and was taken to a ward for an overnight stay. We awaiting the results of the CT scan.

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Response from Jennie Deeks, Head of Quality & Patient Experience, Basildon and Thurrock University Hospitals NHS Foundation Trust

We are very sorry to hear that your Mothers experience of Basildon and Thurrock University Hospitals NHS Foundation Trust was not a positive one. Your comments have been shared with the department concerned. Can we please encourage you to contact the Patient, Advice and Liaison Service on pals@btuh.nhs.uk or 01268 524900 ext 4441 where they will be happy to discuss the situation further, and allow us to learn where we can improve. Many thanks for taking the time to write with your feedback.

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Update posted by MP01 (a relative)

Thank you but I am already in communication with Michael Cerny (Complaints Team Administrator and Secretary to Complaints Manager) who has a complete account of events and subsequent failing since submitting the above post

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