"Referral to A&E or whatever they call it now."

About: West Middlesex University Hospital

I was referred to A&E by my Doctor who said I needed an urgent MRI scan that he couldn't request. I attended West Mid (old A&E or whatever they've renamed it now) on Tuesday morning and didn't have to wait long and was seen by the triage nurse who was efficient and pleasant. Fifteen minutes later I was summoned to a cubicle. I explained my problem and had probably the best and most thorough examination I've ever had in my life. The Consultant was wonderful, kindness itself, explained everything as we went along and agreed an MRI was needed. From behind the curtain I could hear his discussion with the Senior A&E Doctor in the main area and he was told 'Yes, I agree he should have it, but he won't get it. Try Charing Cross." He reported back and went off to contact CXH. Thirty minutes later he came back and said the Registrar there, agreed with his diagnosis and would speak to his consultant. Nearly two hours later he again reported back saying the Consultant also agreed but any request should come from my own Doctor. My Doctor was actually told by West Mid and Charing Cross that he couldn't request an MRI and it had to be done through A&E at West Mid so, after just five and a half hours we were back to square one, it was a stalemate situation. When the Consultant tried to contact my Doctor it was lunchtime and after that he couldn't get an answer from the Surgery. I returned home and quickly wrote a note to my Doctor asking him to contact the Consultant and got a friend to drop it in at the Surgery when they re-opened. I then get a call from West Mid saying they were going to try to get permission for an MRI scan and they would get back to me which they did an hour or so later confirming it could be done at West Mid but probably not for two days. Now so far that's a total of five Doctors or Consultants who have all agreed an urgent MRI scan was necessary. Mid day Wednesday I get a call from the MRI centre asking if I could be there in ten minutes. Even by fighter jet I couldn't get there in ten minutes. I tried to ring them today and no-one in MRI knew anything about me ! I left it for a couple of hours and range again and yes, they did have my referral and had a slot at 7.45am tomorrow morning. With such fabulous professional staff, how the devil can things be so poorly organised when so many jobs-worths are wandering aimlessly about with clip boards. It seems the left hand doesn't know what the right hand is doing. Get rid of the clip boards West Mid and ensure the medical staff can do their jobs like they obviously want to. My experience, although full of positives about my treatment, just goes to show, you have to fight for something before the NHS Accountants are willing to give it to you.

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Response from West Middlesex University Hospital

Thank you for your feedback. We would like the opportunity to investigate the issues you have raised, so that we can give you a detailed response to them. Please get in touch via our patient advice and liaison service (PALS) team via pals.service@wmuh.nhs.uk / 020 8321 6261.

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