This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Ridiculous time to wait for a simple ultrasound

Story from nhs.uk

"Ridiculous time to wait for a simple ultrasound"

About: Royal Berkshire Hospital

Refered by my dr for an ultrasound. Appointment came through for over a month away ( 9 weeks of being in pain ) . Phone the ultrasound appointment line and spoke to a very condescending girl who told me that was the earliest appointment I could have . When I asked if I could have a cancellation she said “ no , you’re only routine we keep those for cancer patients “ ( delivered in a really happy chirpy voice ) . When you’re speaking to people who are in pain and having to wait quite some time to find out what is wrong with them it is really not helpful to have someone on the end of the telephone delivering disappointing news in such a happy voice - she actually sounded delighted that I couldn’t bring my appointment forward and would have to wait a month to have the scan . Maybe a more sympathetic approach would be more helpful. I wish people would think about what they’re saying and realise that they can make a big difference to how people feel , even if they’re not being given the answer they want , just by some care over the way they speak to you .

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Royal Berkshire Hospital 4 years ago
Royal Berkshire Hospital

Submitted on 19/08/2019 at 15:10
Published on nhs.uk at 16:07

We are sorry to hear of your dissatisfaction with the waiting time for an ultrasound scan and the communication with the Radiology administrative team.

The current waiting time for a non-urgent ultrasound is between three and four weeks, which is within the national waiting time standard of six weeks from referral to imaging. We’re sorry to hear that you have been experiencing pain, but unfortunately your doctor had prioritised the referral as 'routine'. Had he or she felt an urgent scan was indicated, you would have received an appointment within two weeks.

We are able to offer short notice appointments when a cancellation occurs but, as you were correctly informed, scan referrals prioritised as 'urgent' and patients on a cancer pathway take priority.

With regard to the attitude of the member of staff taking your call, all administrative staff within Radiology undergo front line training, where they are encouraged to sound friendly and positive in their interactions with patients. We are sorry that you felt this was inappropriate and did not convey an appropriate level of empathy.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k