"Waiting for an ultrasound scan"

About: Drumragh Family Practice Omagh Primary Care Complex / Radiology

(as the patient),

I attended Omagh hospital radiology department for an ultrasound scan, because I had a pain in my stomach going up into my rib cage that made me feel sick at times.  My GP who referred me because I’ve started losing weight. I spoke to my GP about it  and I got a letter for the ultrasound two days later, which I thought was a very efficient service, very speedy.  I couldn’t believe it was as fast, the doctor is really doing her job. My GP is based at GP Drumragh family practice within the Omagh health primary care complex. So I’m pleased with the GP but I am disappointed with  the system with seeing people at their appointment times.

My appointment was 9:00am and you had to check in at the reception desk. I handed my letter and was told to go down and wait in the correct waiting area, which I did. There was a man right behind me and he handed his letter over and when I was  waiting. He arrived and waited too, his appointment was 9:00 am and so was mine. He was called in at 9:00 am, and I was first at reception so I thought I should have been called in first.

Then another lady arrived with a bad knee and her appointment time was 9:15am. The fella came out and then the lady was called in, in front of me. Now, I am in my seventies with type 2 diabetes, I got to the loo quite frequently and I had to have 2 pints of water in the morning, as instructed on the letter for my ultrasound scan, so I excused myself to the nurse to say my appointment is at 9:00am.  They said to hold on, saw the radiographer (or whatever their role is), then I was called in and the lady had to sit back down (with the bad knee).

I said I didn't think it was a good system, people after me being called before me; they said there’s 2 clinics going on, but I think it doesn’t matter if there’s 2 clinics or 22; if you get there first you should get taken in first. How would you feel if that happened in the supermarket queue, someone going before you after they arrived after you? No matter how much money you put into the healthcare system it’s only as good as the staff in it. If I hadn’t spoken up for myself I might still be sitting there waiting.

Because I had said I wasn’t happy about the waiting system, the radiographer said there are forms you can fill in, which is of no use to me, I’ll tell you why, I’d spend ten minutes filling it in and then I believe the person that receives the form will crumple it up and throw it in the bin. So that’s why I am calling Care Opinion instead.

I don’t think that people should be called in before you if you arrived first.

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Responses

Response from Aisling Howell, Assistant Radiology Service Manager, Western Health & Social Care Trust 16 months ago
Aisling Howell
Assistant Radiology Service Manager,
Western Health & Social Care Trust
Submitted on 18/07/2023 at 23:38
Published on Care Opinion at 23:38


picture of Aisling Howell

Dear danceps73, thank you for taking the time to give detailed feedback about your experience.

Initially a referral was made by your GP for Ultrasound. This was received and appointed promptly by Radiology. The layout of the department means the waiting area where you were seated has a door leading to a corridor with four different rooms, two of which are equipped for patients attending for Ultrasound and two for x-rays. It is frequently the case that there are therefore four patients appointed at 9am. Depending on the type of examination, patients may be called in to these rooms in a different order to which they booked in at reception. The length taken for different imaging also varies as does patients needs with mobility etc. Patients are appointed to allow enough time but sometimes it can run over the allocated time but not usually by very much. Staff work hard to keep to time but occasionally this is not possible. Sometimes there may be the need to accommodate an emergency patient which staff will judge to require priority based on patients clinical or medical needs.

You have made a number of points. Without knowing the precise details of your appointment, I have tried to address as much as possible. I am happy if you would like to make contact with me directly at the department. The Radiology Service appreciates all feedback received and are fully engaged with the Care Opinion platform. You refer to a form which was offered, this is part of the Western Trust Complaints process, if you wish I can pass on your details to the relevant department.

There is a notice displayed in the waiting area with the information that patients are not always taken in order as there are different types of examinations taking place in the different rooms. I appreciate that you may not have observed this. I will remind staff that they should always communicate with patients who are having to wait excessively past their appointment time. I am sorry if staff did not explain this to you at your visit and I hope I have helped you to understand the system so you know why someone else was taken before you.

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