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Shocking

Story from nhs.uk

"Shocking"

About: Royal Berkshire NHS Foundation Trust

4 weeks after my visit to this clinic I still hadn't received my results so I phoned them and was fobbed off with "the health adviser's not here today, we'll re-send the text" after 3-4 days I'd still not received the results text so I rang them again to be told straight away that all my results were negative. 2 weeks later I received a text saying to phone the health adviser (the one you get when somethings come back positive) and endured a worrying 20 minutes on hold wondering if they were going to tell me there was a mix up and my hiv test was actually positive, to be fobbed off with "the health advisers not here today ring back monday" I said no way I need to know what's going on to be put on hold before someone else ( who I assume was the health adviser) finally answered and informed me that they had failed to send one of my samples to the lab.Now I have to do all the tests somewhere else as I don't trust them.Not to mention the 4 hour wait to be seen in the first place despite getting there at 8am

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Responses

Response from Royal Berkshire NHS Foundation Trust 5 years ago
Royal Berkshire NHS Foundation Trust

Submitted on 10/10/2018 at 10:38
Published on nhs.uk at 12:06

We are sorry to hear that you had a bad experience following your recent attendance to the Florey Clinic. All patients who attend the clinic are told that their tests can take up to 14 days to be tested and for the results to be sent out by text message. Patients are also given a results slip detailing what tests have been taken and the contact number of the Florey Clinic should they not have received their results by text message within this time. In your case you did not receive this text message and appropriately contacted the clinic where you spoke to one of the admin team who are not medically trained and as such are not able to give results or advice on medical conditions.

Usually in this instance you would be transferred to our health advisor team but unfortunately it seems they were not available at the time of your call. We are very sorry for this.

Every day we send 200-300 individual samples to be tested, and on occasions there are problems like the one you experienced. You should have been informed of the results from the samples that the lab were able to process and the sample that was not processed. If you feel that you are unable to return to the Florey Clinic to repeat this sample then please attend an alternative sexual health provider and have this test repeated. We hope that if you do return to access the services at the Florey Clinic in the future you have a better experience. If you would like to provide your details so we can investigate more fully, please contact our Patient Relations Team on 0118 322 8338 or email talktous@royalberkshire.nhs.uk

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