"Training in customer service/patient care"

I attended for an MRI scan at the mobile scanner recently in the early evening. The member of staff who collected me from the waiting area didn’t greet me, just requested I go with with them. We walked in silence outside to a prefab/caravan which was the mobile unit. As we went inside there was another member of staff sitting with their back to me. This member of staff did not acknowledge me the whole time I was there apart from at the very end when they turned and impatiently said ‘you can go now’. 

Once inside the staff member asked if I had had a scan before to which I replied no. The procedure was not explained to me, what would happen, the different loud  noises it makes, how claustrophobic it was, how long it would take or even as I lay on the bed that it was about to move.   I was asked if I had any metal on, which I hadn’t however I didn’t feel confident that the staff member had checked as carefully as they should, I had removed all my jewellery however I would have expected themto run through everything possible to make sure I hadn’t missed something. 

I had completed the health questionnaire which I am informed the staff member should have gone through each question with me but I was just asked one question and asked to sign. 

As I lay down the member of staff put a pair of headphones on me (badly) and said something about music but I didn’t hear what was said as my hearing was muffled by the headphones. I was also given a button to press if I wanted to stop at any time however as the bed moved, the wires on the button and headphones must have got caught between the bed and the unit and the headphones pulled off my head and I only just managed to hold onto the button. The member of staff seemed oblivious to this and did nothing to assist. 

At no point was I offered any reassurance or  asked if I was ok.  The member of staff  just said ‘you can go now’ as I was getting off the bed.

As previously mentioned, once I had my coat on, the other staff member said I could go and when I asked how long it would take for the results, didn’t even turn round to look at me, and just replied ‘3 weeks’ to which the their colleague responded it could be 3-4 weeks then carried on doing what they was doing. 

I let myself out the unit and walked back to the main building alone.

I found the whole experience impersonal and non patient centred. The staff were disinterested and almost rude in their approach. 

The staff need training in customer service/patient care and if compassion could be taught then this wouldn’t go amiss either. 

I would like this comment raising to the KMH PALS department, reviewed by the Team Leader and fedback to the staff members involved in an attempt for others not to have the same experience.