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Lack of respect towards patient

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"Lack of respect towards patient"

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On 16th January this year. I attended Clevedon Hospital for a chest X-ray. On completion of the X-ray I was told that the results would, under normal circumstances, be with my GP in Nailsea within 24 hours.

On the 25th January I contacted my GP for an update. She advised me that there was no information from the hospital but she would contact Clevedon for me on Monday 28th. I then contacted the hospital myself where I spoke with a person who did not identify herself other than as 'this is Clevedon Cottage hospital'. When I explained why I was calling, I was virtually called a liar as she said the hospital always took 8-10 days to issue or forward X-ray results. She then said quote - anyway, we have now found your X-rays and I have faxed them to your GP - unquote . I attempted to tell her that I was unhappy with both her answers and her attitude and wished to make a complaint. When this person was no longer able to give me acceptable answers to my questions she accused me of bullying her, said that she had at least 50 patients (at 3.30 pm?) waiting for her, and hung up on me.

Having been told originally that the results would be sent to my doctor within 24 hours,(and I would say that on oath) the cavalier attitude of this particular memeber of staff was more than disappointing, exceptionally so in view of what I was being X-rayed for.

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Responses

Response from Clevedon Hospital 8 years ago
Clevedon Hospital

Submitted on 25/06/2015 at 14:32
Published on nhs.uk on 27/06/2015 at 02:30

Hello I am sorry that it has taken such a ridiculous amout of time for a response to be posted from Clevedon. Your original complaint was regarding the Xray service which, whilst provided at Clevedon Community Hospital it is actually operated by North Bristol NHS Trust (Southmead Hospital).Your complaint was forwarded onto them and I trust that you heard directly from them regarding this matter. Whilst not directly under my control, I am aware that any drop in standards by any service running out of Clevedon Hospital will be seen as our problem and that is why it was forwarded to them directly. Rest assured that it is very important to us to have feedback, both positive and negative in order that we can develop and improve the service we deliver. Just for the record and for anyone else that reads this post: Xray results are not normally available within 24 hours at your GP but will often take 5 working days to be provided to you GP. The reason for this is that all Xrays are reported by Consultant or Senior Radiologists and their diagnosis is then typed up and sent to the GP electronically and in paper form for the GP to read and provide feedback to the patient. GPs do not diagnose their own xrays for very sound clinical reasons although they are often able to read and interpret the images it is necessary to have the experts opinion provided before informing the patient of any result. Considering that there are tens of thousands of Xray taken in this Bristol area every month there is a lot to view and report on hence the 5 or so day turnaround. Should the Radiograher who takes your image feel that there is something on the image that needs genuine immediate attention (using certain specific parameters) then an urgent report can be requested which may then be fed back to your GP the same day. I sincerely hope that North Bristol resolved your complaint and that I have been able to provide you with some background around Xray reporting and I do apologise for the service that you recieved at that time. kind regards Matt Croughan Lead for Minor Injury Unit and Outpatients Clevedon Community Hospital

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