"Very rude imaging reception......"

About: Bmi - The Ridgeway Hospital

I was seen by a Consultant at Ridgeway which was a good experience. They left me with a form to book an ultrasound and gave me instructions to call and make an appointment. I called the number provided 5 times in one morning each time to be bounced back to reception who kept telling me to call back later - no apology for the lack of response, it seemed to be a nuisance that someone had the audacity to call. Eventually got through to the Imaging Dept to be told that I couldn't book this and I had to bring the form back or fax it to them. As I live 12 miles away and the form had started its journey there this was clearly an admin failure and once again, this seemed to be a real nuisance to them. When I tried to explain how inconvenient and illogical this was, I was put onto someone else who appeared to be in charge and who told me how wrong I was. When I told them that I'd been given the form and asked to call and make an appointment they replied "whatever, we're not going to make the appointment so you'll have to bring the form back".

I said I'd email it to them, checked the email address on the form which of course didn't accept incoming emails. I have now referred this back to the Consultant who has arranged this with another provider.

Probably just someone having a bad day but this is supposed to be a caring profession - my problems pay your wages............

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Response from Bmi - The Ridgeway Hospital

Lb we are sorry to read this review, which is not the feedback we would wish to receive .

I can confirm that our Imaging Request Form currently contains an incorrect e-mail address; I sincerely apologise for this and can confirm that we are currently exploring the opportunity to activate this e-mail account thus preventing any future recurrence for our patients.

The remaining contact details on the Imaging Request Form have been confirmed as being correct, enabling patients to contact our Main Switchboard or the Imaging Department directly.

I was sorry to learn that you had made five attempts to speak to a member of Imaging staff without success; this level of service has not previously been reported by our patients and I would welcome the opportunity to understand the exact date so that we may explore the cause as this department is staffed so that patients receive the expected level of service.

As you have posted your review anonymously, we cannot contact you. Therefore, we would like to ask you to contact the Quality Manager at BMI The Ridgeway Hospital.

For some imaging investigations we are unable to arrange appointments without sight of a referral which provides a clinical justification to the Radiographer/Operator, and ensures the correct examination is prepared for.

It is routine for our patients to visit the Imaging Department immediately after their consultation, where the written referral is passed to the team.

I am sorry to learn that your consultant advised you to call and make an appointment; again I would be grateful if you could confirm your consultant so that we may speak with them regarding this.

We recognise that the use of the term ‘Whatever’ has increased in popularity in recent years and, on occasion, this can be taken out of context.

Given your feedback we will now ensure terminology such as this is included within our Patient Engagement training to ensure users have an understanding of the implications.

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