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Outpatient Radiology

Posted By NurseyN84

"Outpatient Radiology"

About: Aberdeen Royal Infirmary / Radiology (X-rays and Scans)

(as the patient),

I had an appointment for a pelvic ultrasound following an episode a few weeks earlier of extreme lower abdominal pain, I was anxious as would be expected as I feared something sinister would be found.

For the procedure I required a full bladder and was worried I hadn't drank enough; so the gentleman on reception kindly fetched me a jug of water. I was then taken only 5-10 mins late through to the u/sound room by a very pleasant HCSW who asked me to feed their big plant with the rest of my water on the way through. Such a small act can take nerves away!

We went into the room and she helped me get positioned for the ultrasound, all the time the Radiologist kept their back to me, not even a smile or nod as I entered the room. The HCSW then told me the radiologist's name and left the room which is a great shame because the Dr's unpleasant manner would have been helped along by her cheery disposition! They never once looked me in the eye, I felt they were very brusk and didn't explain anything that they would be doing or what they were looking at. At the end of his examination I was told by the radiologist to make an appt with your GP in a week to discuss results. Thankfully at the time I thought to ask if there was anything obvious to which they replied just 'no'.

I duly made the appt to see my GP who confirmed there was no abnormalities and she was perplexed as to why the radiologist had asked me to see her. Even though they said there was nothing obvious, as a staff nurse myself I did wonder if they were just saying that as they had asked me to make an appt, which in turn gave me a very worried weeks wait!

To end on a positive note, I am relieved and thankful that the NHS was able to give me an appointment so quickly after my episode of being unwell.

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Responses

Response from Cameron Matthew, Divisional General Manager, Clinical Support Services Division, NHS Grampian 6 years ago
Cameron Matthew
Divisional General Manager, Clinical Support Services Division,
NHS Grampian

Submitted on 21/11/2017 at 14:06
Published on Care Opinion on 22/11/2017 at 11:40

picture of Cameron Matthew

Dear NurseyN84,

Many thanks for letting us know about your experience. I am delighted that your initial experience and welcome was very positive and the reception team and HCSW made you feel so at ease. I will pass on your comments.

I will discuss with the local team the disappointing elements of your visit. Not to excuse the team but as a bit of explanation. Many patients undergoing ultrasound often comment that the clinician performing the scan do not make eye contact or communicate very much during the scan. This is because the scan is a live and dynamic picture requiring their undivided attention to ensure the best diagnostic information is observed. As a result of your own and other patients feedback we are developing patient information that explains this situation to ensure patients do not see this as a negative but understand the necessity for the clinician to focus on the scan information live at the time.

I will also feedback about their manner reminding them that this may be the only time each patient ever has such a scan and despite them doing many thousands of such examinations it is more often than nought a unique experience for you as the patient.

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Response from Cameron Matthew, Divisional General Manager, Clinical Support Services Division, NHS Grampian 6 years ago
We are preparing to make a change
Cameron Matthew
Divisional General Manager, Clinical Support Services Division,
NHS Grampian

Submitted on 19/02/2018 at 10:54
Published on Care Opinion at 11:00

picture of Cameron Matthew

Dear NurseyN84,

Just a quick update regarding the development of the patient leaflet. The team are currently looking at a brief simple document that fully explains the nature of this test and what to expect along with why the clinician may not have a great deal of direct contact during the procedure.

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Update posted by NurseyN84 (the patient)

I’m pleased the leaflet will explain this to people who aren’t used to working within intense environments, clinical settings etc. However, my point was about the lack of eye contact and putting myself as the patient at ease, before and after the actual procedure by the radiologist.

Response from Cameron Matthew, Divisional General Manager, Clinical Support Services Division, NHS Grampian 6 years ago
Cameron Matthew
Divisional General Manager, Clinical Support Services Division,
NHS Grampian

Submitted on 22/02/2018 at 11:49
Published on Care Opinion at 12:27

picture of Cameron Matthew

Hi NurseyN84,

Sorry I didn't make myself clear in my earlier response.

The issue you highlight regarding lack of eye contact and how this helps put patients at ease was addressed as part of the local continuous practice development meetings within Radiology. I hope this alleviates your concern but should you wish me to investigate specifically this incident I can do so if you contact either NHS G feedback team or myself directly at c.matthew@nhs.net.

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