Red tape and jumping through hoops

This is an update relating to a previous post, But it’s my body, isn’t it?, and my ongoing quest for access to copies of the various medical images and x-rays relating to my osteoarthritic condition.  During a recent appointment with a consultant, I asked the question again, and happily this time the response was more positive.  However, so far I appear to have made little if any progress in attaining this apparently simple goal, and I’m puzzled about how or why this should be the case.  Is it that the medical profession are afraid to give you access to such things because they are concerned that you will do something silly such as starting litigation processes, or is it simply a case of disorganisation and lack of communication?  The fact that this is the first time I’ve had a positive response to this request is interesting, and perhaps has some connection to the new Data Protection law which was introduced into the UK last May.  Certainly in the past, my requests have consistently been greeted with a resounding “No, you can’t!”.  So I am now wondering whether it is a case of if I jump through enough hoops, I will get there in the end; or perhaps it’s just that they’re hoping I’ll just give up and walk away?  The saga so far is that you simply couldn’t make this stuff up…

following consultant appointment

me: I was wondering, would it be possible to have copies of my MRI and X-ray images?

Consultant: Yes, of course.  Go to Radiology and put in a request.

Radiology Assistant:  No you can’t.  We don’t do that here.  You need to go to MRI, in the basement.

MRI Assistant:  No, I’m afraid we don’t do that here.  You need to go to Radiology.

me:  But the consultant sent me to Radiology, and they sent me here.  I’ve just come from there and they said to come here.

MRI Assistant: OK, well that’s the wrong information, we don’t deal with that here, so the only thing I can do is to give you this form.  Complete one form per image request, scan it, then email it to the mailbox address on the form.  There’s no room number or contact telephone number I’m afraid, just a mailbox.

at the local Medical Centre

me: Hi, I’m trying to request copies of my x-rays and MRI images from the hospital.  I’ve been given this form, and I need the dates and the name of the doctor who referred me for each image requested.

Medical Centre Assistant:  Ok, no problem, just take a seat, it could take a while…

me: Do you have access to these images?  Presumably they’re kept on my electronic file?  Can you issue copies of them?

Medical Centre Assistant: I’m afraid not.  They can only be requested from the hospital where the images were taken.

at home, after scanning, printing out 4 forms, completing 4 forms, re-scanning the completed forms, and writing an explanatory email about requesting the information

me: FFS!!!  the b**ody attachments are too big to send!!:-(  I’ll have to take them in in person.

back at the hospital again

me:  Hi, I’m trying to find where the PACS department is?  I’ve got a form to deliver but there’s no room number or telephone number.  Can you help?

Information Assistant:  Oh, I’ve never heard of that.  Try the General Office, down this corridor here.

General Office Assistant:  Oh, I don’t know where they are, and oh, there’s no room number or telephone number.  Just wait a moment and I’ll ask if anyone here knows anything about this…  I’m afraid it’s just a mailbox, we don’t have a name or location for them.  Can you email the information to them?

me:  Well, yes I can, but when I tried I could only send one attachment per email, so I’d have to send four separate emails.  I was hoping you could send it by internal post, but obviously not if there’s no room number or person’s name attached to it.

General Office Assistant: Well it would be Radiology that would deal with that.  Can you take it down there?

me:  I tried that last week but they said it wasn’t something that they dealt with, even though my consultant said to ask there.  Could you send it internally?  I’ve got all the documents in this envelope, and a copy of the email I wrote which has got all my contact details on it.

General Office Assistant:  Yes, I can try.  I’ll put a note in with it.

me:  Thank-you, that’d be great.  Also, could you ask them to contact me if there’s a problem and they aren’t able to deal with it, just so I know if it still hasn’t reached the right place?

General Office Assistant:  Yes, I’ll do that, no problem.  You should hear from someone within the next week or so.

 

So that’s that, and apparently is all I can do at the moment.  A week later, I’m still waiting and haven’t been updated about whether the forms have reached the correct destination or not.  I’ll give it another week, then start chasing them again.  How can something so apparently simple become so complicated?!  Meh, I have plenty time these days, plenty time for red tape and jumping through hoops…