St Peter's Hospital 2021-08-25 Person 2 5 0

When I arrived to the hospital this morning I was informed to go to the ultrasound section up the stairs to the right. Following this I spoke to the people on the desk next to the waiting area and they said they didn’t need to see my letter just to take a seat. This was at 8:53am. Following this I then waited until 10:20 here. At one point I felt a hypo coming on and spoke to Ros, who was really nice and gave me a biscuit and some Lucozade. At around 10:20 I got up and went back to the desk and asked how long the Q would be. They asked if I had checked in at the X-ray desk and I said no, nobody said to do this. I’m pretty appalled that no one asked me whilst I was waiting what I was waiting for. At the X-ray desk the receptionist was the only available to check in people and it took her ten mins to find cover so we could speak to someone in ultrasound about being scene. By this point it was 10:40. We then spoke to the ultrasound and the woman who was organising the transvaginal US was a little rude. She said that’s she’d called my name twice (in correctly) and that I’d have to book another appointment. I explained to her that she had seen me sat in the waiting room since ten to nine and that it was wrong to make me feel like it was my fault for this poor patient care. I then went back to q at the X-ray desk to rebook my appointment. A couple of minutes later this woman came back and said she could fit me in after the current US. Which was fine, I was then seen and was out of there within ten mins of being scanned. During scanning I couldn’t hear the person doing it very well, and I didn’t get what the notes were only I’ll have the results within a week. I felt like there was a lack of communication across the board and i don’t think this extra stress was needed on my health (a newly diagnosed type 1 diabetic with Graves being scanned for PCOS), and I was not the only person who didn’t check in at X-ray but may have been the only one to speak up. This is very detrimental on people’s health, I am shocked at the level of disorganisation for this process. It feels like Ultrasounds is detached from the rest of the services and nobody is overseeing the team so they all work indecently rather than cohesively as part of the imaging department.

> communicate more effectively with patients so they check in before going to a waiting area. > check in on patients who are in a waiting area for over an hour > tell members of staff that a patient shouldn’t be made to feel like it’s there fault they are waiting when nobody told them to check in elsewhere first