"My 10 months sons MRI scan"

About: University Hospital (Coventry)

Yesterday morning, my son had an appointment for an MRI scan at 9.30, we received a letter saying please be at the appointment 20 mins before which we did. To only find out at 9.30 that he has missed his slot and we was supposed to be on ward 16 so he could be put to sleep!! We had no idea that we had to be somewhere else. I really hope there is nothing wrong with my son as you could be delaying treatment he could be receiving. Also this was the second appointment made as you sent the first appointment to my old adress which I have my GP and the hospital when we moved in October! It was a waste of a day as my children a fad lost money from not working to attend and we had to find childcare for his twin sister! This hospital really needs to get there act together. The MRI Department made out it was my fault that we was in the wrong place, the staff seemed so rude and there was no need for it. I hope you hurry up and get my son an appointment as soon as you can!!!

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Response from University Hospital (Coventry)

Dear Natasha, Thank you for taking the time to provide feedback on your experience in the MRI Department at University Hospital, Coventry in December 2014. I would like to apologise for any confusion caused by your appointment letter which led to your son missing his slot. I can appreciate you made every effort to be on time but unfortunately were in the wrong part of the hospital. It appears a mistake was made in the way this appointment had been booked and processed. The appointment letter should have given you clear instructions as to which ward you needed to go to and the time. I am sorry that you found staff rude in the MRI Department; this is not how we expect our staff to behave. Compassion is one of our Trust values and staff are expected to demonstrate this by being polite and helpful at all times. I have spoken to the MRI Lead Superintendent, who extends her apologies, about this so we can learn from this miscommunication and improve our instructions in future. I would encourage you to contact us to discuss aspects of your son’s care further and in more detail, so we can learn from your experience and improve our services. Please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203. If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: - PALS University Hospital Clifford Bridge Road Coventry CV2 2DX If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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