"Wasted journey"

About: Royal Hampshire County Hospital

I am waiting for an MRI scan and yesterday I had a call to say there is a slot this weekend due to a cancellation. I explained to the caller I have claustrophobia and it would help if I could see the scanner in the Mobile Unit.

(Seeing it might alleviate my anxieties plus talking to the Technicians). I was told if I visited today (Scan booked for tomorrow) and spoke to staff they might be able to arrange something.

I went to the hospital and first problem......no-one manning reception (Self Service booking in system).

Eventually a nurse asked me if I wanted help with the check in and I said no but then I went on and explained my issues.

They said they'd speak to the unit and when they returned said some-one will speak to me shortly.

Two hours later and by now well over my car parking time no-one had materialised so having seen nobody on reception I decided to give up. Gone home more anxious than before now not looking forward to the scan. Now I can't say whether the staff from the mobile unit forgot me or they were too busy ( I was only expecting two minutes of their time) but even so I wasted two hours there and if I bottle out of the scan an appointment is wasted.

Not happy and very disappointed with the hospital.

Story from NHS Choices

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Response from Royal Hampshire County Hospital

Thank you for your feedback on NHS Choices. I am sorry your visit was not of the high standards we aim to achieve and you left feeling disappointed with the service. I have shared your comments with the manager for the service, but if you would like to discuss this further please contact our customer care team on 01256 486766 or email customercare@hhft.nhs.uk.

Mary Edwards, Chief Executive


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