"No consistency within different depts as to how to..."

About: Royal Lancaster Infirmary

What I liked

I came for a bone scan several weeks ago after the rhuematology consultant wanted me to have one. I was treated very well by his team during my initial consultation. It was a long afternoon when I came for the scan and as it was a double appointment the staff in radiology were really kind and good humoured which took the stress away.

What could be improved

There is no consistency with what people tell you once you go for a scan of any sort. The radiology dept had no idea of how I would get the results except to say 'if you've not heard anything in 2 weeks then ring up'......firstly who on earth am I supposed to ring?

A few weeks have gone by and still I have no idea what the bone scan or blood results are so I rang the Rheumatology dept only to be fobbed off. Even they couldn't tell me or should I say what they said was not helpful and I was speaking to someone who was quite rude and who didn't even look my name up on the computer to find out.

As someone who has a bone disease there seems a total lack of consistency whith what one person tells you from one dept and what someone else tells you from another.

I am now left not even knowing whether the results are good or bad or whether I face yet more surgery and nobody to speak to who will give me the information that I am entitled to.

It's bad enough having medical problems in the first place without having to battle to try and get some simple test results that will put me at ease.

Story from NHS Choices

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Response from Royal Lancaster Infirmary

“Thank you for taking the time and trouble to comment. We’re obviously really concerned to hear of your experience and would like to look further into the comments you make about the difficulties you experienced. We would ask you to please contact our Head of Patient Experience Helen Jarram so that we can discuss and investigate your concerns in greater detail. She can be contacted on 01539 795820. Alternatively you can contact our Patient Advice and Liaison Service (PALS) on 01539 795 497.

Should you wish to make a complaint then you can do so by writing to our Chief Executive at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG. The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals.

To be kept informed about the latest news from the hospital you can visit our website. If you are not already a member and would like to sign up please visit the following link: http://www.uhmb.nhs.uk/trust/how-to-become-a-member/

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