The Coatham Road Surgery
CS
Colin S. 4 years ago • From Google
Bad
My wife experienced prolonged lower abdominal discomfort and attended an appointment where a blood sample was taken. The results showed nothing of concern. However, she was not informed about what the blood test was specifically investigating, which felt like a significant gap in communication given how important it is for patients to understand their care. Her symptoms persisted, and following a telephone consultation closer to the festive period, she was able to arrange an imaging scan. Following this scan, she received a phone call from reception staff during the early afternoon informing her that the scan had identified something and that a clinician might contact her later that same day to discuss the findings. Despite her attempts to speak with a doctor promptly due to her anxiety, these efforts were unsuccessful. Later that evening, reception staff called again to advise that a clinician would not be available to discuss the results until the following day. The concern here is that reception staff were the ones delivering news about the scan findings rather than a clinician. This approach left significant gaps in care, as reception staff are not equipped to answer the detailed questions that naturally arise in such situations—what has been found, what treatment options exist, what happens next, and when. This resulted in an extended period of uncertainty and worry without access to proper clinical explanation or reassurance. The delay in receiving direct communication from a clinician about concerning scan results, combined with the earlier lack of clarity about the blood test, reflects a pattern of communication that fell short of what patients should reasonably expect. The experience has been distressing for both my wife and our family, and suggests a systemic issue with how patient concerns are prioritised and managed. This account reflects our genuine experience.
J J.