Cleveland Clinic London Hospital 2024-04-18 Person 1 5 0

My comments are aimed at the poor care given on the day of my MRI appointment yesterday 17/04/2024 at 1pm As requested I arrived early for my appointment, you requested we should arrive at 12:50 but we arrived even earlier at 12:30pm. I called at 10am to reiterate and double check with your radiologist team that they are aware of my medical condition (Ehlers Danlos Syndrome) and that this condition makes it extremely difficult for medical teams to insert canular’s and take blood compared to the ‘usual’ patient. The young man I spoke to said he understood and that he will go to notify the radiologist right away and took all my details. This is not new information, as I have been coming to 33 Grosvenor place since 2022 for brain MRI’s following brain surgery, so you already have all of my information on MyChart. As I said my scan was meant to be at 1pm, we were not called in until 1:25pm and your team were completely UNAWARE of my condition. They were unorganised and all rushing around despite running over half an hour late. The nurse told me she would get a doctor to come and canulate me as she took 1 look at my veins and didn’t want to risk it. After another 20 minutes the same nurse came back to me and told me nobody can canulate me so they won’t give me contrast and that because I had a reaction to primovist (liver contrast and unrelated)that they wouldn’t give me contrast. I even provided the details of the contrast I had for all my other brain scans with you and gave the brand (which is all detailed in mychart under my last visit in November!) This was extremely worrying as this scan with contrast is ordered by my surgeon to monitor the progress of a brain tumour following removal so the fact they were telling me they wasn’t going to bother using contrast because there was nobody good enough caused extreme distress. There was ALOT of communication problems between the radiographers and all staff they were all confusing eachother and had we not over heard their conversations, things would have been even worse. My mum had to step in and correct them and explain that I CAN have the dotarem contrast that i always have for brain scans. Your team overcomplicated everything every step of the way. Then another nurse came and she was unsuccessful and could not put the canular in either. This causes me alot of unnecessary pain and distress and is the exact reason I ALWAYS call ahead to make sure everyone is aware of my condition. Finally a male nurse came in and put the canulate in within about 60 seconds as he was extremely experienced. Had he have been the one to come in the first place then I wouldn’t have been taken down to my scan 1HOUR LATER than scheduled. As we were heading down to the scan, the radiographer had the audacity to blame us for them having to now rush us! And during my scan, the nurse said to my mum ‘she should really call ahead of time’ which I already explained I did! Regardless it is not my fault they were running over half an hour late before they even took me down! It was a complete shamble and extremely stressful. I am a chronically ill patient and I feel very let down and disgusted at how both myself and my mum were treated yesterday. Please, please improve your services. My MRI I had in November was an absolute breeze, I don’t know what has happened since then but please address these issues.

Absolutely everything from start to finish.