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ACAD x Ray department

Story from nhs.uk

"ACAD x Ray department"

About: Central Middlesex Hospital

I accompanied my elderly mother in her 80’s for her video urodynamics appointment to interpret for her as her English is not very good.

I was told I am Not Allowed to interpret for my own mother and a Punjabi speaking interpreter should have been arranged to attend.

I was turned away. I found this ludicrous and appalling. First the journey to travel there during rush hour and then the ridiculously high parking fees. Only to be sent away and told you will not be seen. Staff are appalling. This is meant to be a caring understanding institution. So far from it. Wasting NHS money by simply turning patients away.

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Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 5 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 19/09/2019 at 09:44
Published on Care Opinion at 09:44

Dear Sir/Madam,

I am sorry to hear of the way you were treated when you visited our x-ray department. I am particularly sorry to read that your situation was not handled in a caring and understanding way.

Unfortunatley, our Trust Policy states that we are unable to use relatives for any interpretation that requires more than basic instructions. As video urodynamics is an invasive and undignified procedure, it requires more detail than basic instructions. I do appreciate that this could have been communicated to you more effectively and your feedback has already been shared with the department.

I do understand your frustrations. As we cannot identify your Mother from your post or how to contact you, can I please suggest that you contact our PALS team on 0208 869 5118 or LNWH-tr.PALS@nhs.net. They will be able to help rebook your Mother's appointment and with an interpreter this time.

Please accept my apologies once again.

Best wishes

Anjali Patel

Patient Experience Manager

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