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Results took longer than promised

Story from nhs.uk

"Results took longer than promised"

I had my scan , and all staff were pleasant and professional.After the scan the receptionist asked if I’d made an appointment with my GP to get the results . I told her my appointment was in 6 working days time , and she said the results would definitely be there by then , if not sooner . When I saw my GP the results hadn’t arrived . I rang the clinic to be told they had been sent . This went on for days , with numerous phone calls . The clinic said it must be the inefficiency of my GP’s surgery , and kept saying they would send my results again . On Christmas Eve my husband spent half an hour at the surgery with the staff , who went through all correspondence , and confirmed they hadn’t received anything . I rang the clinic again on 27th December , and they tried to blame the surgery again , but I told them to send it immediately . my surgery rang me that day to say they had finally got my results . This had taken 12 working days , not the 5 days as promised .I certainly would not recommend the clinic to anyone .The reason I paid £245 was to get my results ASAP , and they didn’t fulfil their promise .

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Responses

Response from Heath Lodge Clinic 5 years ago
Heath Lodge Clinic

Submitted on 13/03/2019 at 12:11
Published on nhs.uk at 14:06

Thank you very much for taking the time to give your feedback about your experience of undergoing a scan at Heath Lodge Clinic.

Although you have left a comment anonymously we believe we are aware of the incident in question. The original report was sent via secure royal mail to your GP within the agreed timeframe. We were made aware they had not received this on the 20th December at which point we immediately sent a copy via fax. We spoke to a receptionist at the clinic to confirm the fax number and we have records showing the fax was successfully transmitted to your GP practice on this day.

We were contacted again on the 27th December requesting another copy of the report be sent over to the GP practice as they were claiming not to have received it. A further telephone conversation was had with a receptionist at the practice and the fax was sent to the same number a second time – again we have records showing the fax was successfully transmitted. We followed this up with a phone call to the practice who confirmed they had the report.

We always strive to reach the highest standards of customer service here at CMC Imaging Services at Heath Lodge Clinic. Part of our high standards includes an efficient turnaround time for the scan report and this information being available with the referring clinician as we fully appreciate the importance of this for our patients.

As much as we strive our end to have the report available within an acceptable timescale, we cannot be held accountable for the processes of the report being received with the patient’s GP/ Physiotherapist etc.

Thank you for raising your concerns, and hopefully our reply may explain that we were not at fault. Should you have any further concerns or anything else you would like to raise, please contact the clinic on 01564 732150 and ask to speak to the Clinic Manager and I’d be happy to discuss your concerns further.

Many thanks

Clinic Manager

Heath Lodge Clinic

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