MRI scan results

bombom66

I agreed to pay for a mri scan to get fast results I was told 2/3 days ,after ringing them for up to 10 days on the last day I asked where they had sent the results, this is when I found out they had spelt my gp surgery email incorrect I told the lady on the phone she said hold on I’ll send it now and it sent ,so I complained and said I was told 2/3days so I didn’t get what I paid for, they have had a review and said they will knock £120 off the bill so I said if it wasn’t for me  noticing the email mistake I would not have got the results ,so I might have well  gone through the nhs and got them free ,in their review they have lied and said it was them who noticed the spelling mistake and they contacted my gp for the correct email address ,which is a total lie ,my gp as found the email they sent which matches my call to them ,i have the call time on my phone which matches the email sending time ,my gp also says they did not contact them either to clarify the email address, they say there terms states 28 days for results yet on there website it says faq how long to get mri results 2/3 days up to a week, I have a private chat with them prior to my appointment and again they said 2/3 days for results, Iv gave them the time off my phone call so they can check on recorded calls it was me who discovered the spelling error not them ,I don’t mind paying for the scan at 2/3 days  but if I’d gone through the nhs I would have got the results just as fast 10 days ,as I did for a ct scan weeks after ,I feel like I haven’t got what I paid for and with the lies they’ve told as left a bad taste

lisyloo

How did you pay?
Please be specific about card tyep - credit or debit and Mastercard, visa or amex as it makes a difference to your options.

ThumbRemote

There seem to be two different issues here:

1. They sent the results to the wrong email. Was this their fault, or were they given the wrong email by your or the GPs?

2. You say they advertise results in 2-3 days, but the T&Cs say 28 days. Is there actually any small print on the 2-3 days claim?

EssexHebridean

bombom66 said:

I agreed to pay for a mri scan to get fast results.  I was told 2/3 days -  after ringing them for up to 10 days on the last day I asked where they had sent the results, this is when I found out they had spelt my gp surgery email incorrect.  I told the lady on the phone she said "hold on I’ll send it now" and it sent.

So I complained and said I was told 2/3days so I didn’t get what I paid for. They have had a review and said they will knock £120 off the bill so I said if it wasn’t for me  noticing the email mistake I would not have got the results so I might have well  gone through the nhs and got them free!  In their review they have lied and said it was them who noticed the spelling mistake and they contacted my gp for the correct email address which is a total lie. My gp as found the email they sent which matches my call to them on time (I have the call time on my phone which matches the email sending time) my gp also says they did not contact them either to clarify the email address. They say there terms states 28 days for results yet on there website it says faq how long to get mri results 2/3 days up to a week.  I have a private chat with them that again they said 2/3 days for results, Iv gave them the time off the call so they can check on recorded calls. It was me who discovered the spelling error not them.

I don’t mind paying for the scan at 2/3 days  but if I’d gone through the nhs I would have got the results just as fast 10 days as I did for a ct scan weeks after I feel like I haven’t got what I paid for and with the lies they’ve told as left a bad taste

Hope you don't mind OP but I've tried to break that up a bit and make it slightly easier to read - you might just check I haven't changed the tone of what you've said at all? Your stress levels definitely come across!

So what DO the T's and C's you agreed to say - ignore the website for now, although it might be reasonable to argue that you had a right to rely on their advertising as being the accurate timescale. That said though, that doesn't necessarily mean that you can rely on that for the actual time of the service when it comes to asking for money to be refunded. 

What sort of percentage are we talking about of the cost with the £120 they have offered you off the bill? Is that a reasonable amount to offer, allowing that the delay was as a result of a genuine error?

Finally who gave them the GP's email address - where did they get that from? 

I hope that after all the worry around this the scan itself has at least delivered good results. (No need to answer that - it's none of our business!) 

bombom66

ThumbRemote said:

There seem to be two different issues here:

1. They sent the results to the wrong email. Was this their fault, or were they given the wrong email by your or the GPs?

2. You say they advertise results in 2-3 days, but the T&Cs say 28 days. Is there actually any small print on the 2-3 days claim?

The hospital spelt the email address wrong Iv not seen any terms regarding the 28days it’s only what the hospital told me on the hospital website in faq,s it says when will I get the results if paid privately it says this This ,depends on your reason for having an MRI scan. In some cases, your radiologist will be able to interpret and let you know your results on the same day as your scan. In other cases, you will receive your results within one week.  In live chat before I booked it he said 2/3 days for results when I got there I asked again when will I get results again told 2/3 days 

bombom66

lisyloo said:

How did you pay?
Please be specific about card tyep - credit or debit and Mastercard, visa or amex as it makes a difference to your options.

Iv not paid Iv refused to pay

bombom66

EssexHebridean said:

bombom66 said:

I agreed to pay for a mri scan to get fast results.  I was told 2/3 days -  after ringing them for up to 10 days on the last day I asked where they had sent the results, this is when I found out they had spelt my gp surgery email incorrect.  I told the lady on the phone she said "hold on I’ll send it now" and it sent.

So I complained and said I was told 2/3days so I didn’t get what I paid for. They have had a review and said they will knock £120 off the bill so I said if it wasn’t for me  noticing the email mistake I would not have got the results so I might have well  gone through the nhs and got them free!  In their review they have lied and said it was them who noticed the spelling mistake and they contacted my gp for the correct email address which is a total lie. My gp as found the email they sent which matches my call to them on time (I have the call time on my phone which matches the email sending time) my gp also says they did not contact them either to clarify the email address. They say there terms states 28 days for results yet on there website it says faq how long to get mri results 2/3 days up to a week.  I have a private chat with them that again they said 2/3 days for results, Iv gave them the time off the call so they can check on recorded calls. It was me who discovered the spelling error not them.

I don’t mind paying for the scan at 2/3 days  but if I’d gone through the nhs I would have got the results just as fast 10 days as I did for a ct scan weeks after I feel like I haven’t got what I paid for and with the lies they’ve told as left a bad taste

Hope you don't mind OP but I've tried to break that up a bit and make it slightly easier to read - you might just check I haven't changed the tone of what you've said at all? Your stress levels definitely come across!

So what DO the T's and C's you agreed to say - ignore the website for now, although it might be reasonable to argue that you had a right to rely on their advertising as being the accurate timescale. That said though, that doesn't necessarily mean that you can rely on that for the actual time of the service when it comes to asking for money to be refunded. 

What sort of percentage are we talking about of the cost with the £120 they have offered you off the bill? Is that a reasonable amount to offer, allowing that the delay was as a result of a genuine error?

Finally who gave them the GP's email address - where did they get that from? 

I hope that after all the worry around this the scan itself has at least delivered good results. (No need to answer that - it's none of our business!) 

They had the gp email from the referral letter so it was the hospital that spelt it wrong I have not seen any terms only what they have told me the scan was £460 it was a genuine error prior to mri i was on live chat I asked if I paid when will I get the results they said 2/3 days i said that’s acceptable they replied probably 2 days 

bombom66

DullGreyGuy said:

bombom66 said:

I agreed to pay for a mri scan to get fast results I was told 2/3 days after ringing them for up to 10 days on the last day I asked where they had sent the results this is when I found out they had spelt my gp surgery email incorrect I told the lady on the phone she said hold on I’ll send it now and it sent so I complained and said I was told 2/3days so I didn’t get what I paid for they have had a review and said they will knock £120 off the bill so I said if it wasn’t for me  noticing the email mistake I would not have got the results so I might have well  gone through the nhs and got them free in their review they have lied and said it was them who noticed the spelling mistake and they contacted my gp for the correct email address which is a total lie my gp as found the email they sent which matches my call to them on time I have the call time on my phone which matches the email sending time my gp also says they did not contact them either to clarify the email address, they say there terms states 28 days for results yet on there website it says faq how long to get mri results 2/3 days up to a week I have a private chat with them that again they said 2/3 days for results Iv gave them the time off the call so they can check on recorded calls it was me who discovered the spelling error not them I don’t mind paying for the scan at 2/3 days  but if I’d gone through the nhs I would have got the results just as fast 10 days as I did for a ct scan weeks after I feel like I haven’t got what I paid for and with the lies they’ve told as left a bad taste

Was the scan to look to see what's happened to your punctuation?

There are normally two timescales, the "typical" timescale and the contractual maximum timescale, as you've discovered these are frequently very different. Looking at a random company they state its typically up to 7 working days but their T&Cs state they have 28 days. 

What normally is much quicker is the time for the MRI to be arranged, NHS England says its typically 8-12 weeks but depends on your area whereas my 3 MRIs have all been done privately within 48 hours of being requested. 

As to the email issue... even I struggled to understand what you're saying about checking with the surgery afterwards. If they got the email address wrong it would normally result in a bounced email and so the sender would then normally make enquiries. Obv companies have workflow and a bounce doesn't always come in instantly so it is possible you corrected it whilst they were looking into it. 

As to the GP surgery not recording that they'd asked for the email address... they simply would have a record of it. It s a quick call from the company saying that they're trying to email something what's the address. They aren't going to go into a patients records, do DPA etc to be able to record it and I very much doubt the surgery has done a check with everyone in the company on if they happen to have given anyone an email address.

Regarding email the hospital spelt the address wrong after 10 days ringing I asked where did you send email that’s when I discovered the email was spelt wrong so the lady sent it then while I was on the phone when Iv complained they said they sent the email after 3 days and it bounced back so they contacted my gp for the correct email and sent it then which was another 7 days after  Iv been to my gp who says they never contacted them for a email address and the time they received the email from them  coincides with the time I was on the phone to them so proves it was me who discovered the spelling mistake Iv told them the time of the call and if recorded to listen to hear me point out the mistake 

swingaloo

You need to write in sentences as your post are very difficult to follow.

lisyloo

bombom66 said:

lisyloo said:

How did you pay?
Please be specific about card tyep - credit or debit and Mastercard, visa or amex as it makes a difference to your options.

Iv not paid Iv refused to pay

I would write back and say the £120 is not an acceptable reduction considering "time was of the essence of your contract". Point out their advertising and that you can prove the email came through after your phone call putting it beyond reasonable doubt that it was you that got the email address changed. They had a duty to check bouncebacks if they are relying on emails for their delivery or to act on your phone calls.

Do you have a transcript of the chat. I always get a transcript or screenshots of factors I'm relying on.
Take screenshots of the advertisement(s) in case they change their website.

I would put the points like that rather than say "sue me" as for £460 they may well pursue you so better to try to come to some arrangement.

10 days is a lot faster than NHS probably so you've had some benefit.
I think I'd settle for half.

bombom66

lisyloo said:

bombom66 said:

lisyloo said:

How did you pay?
Please be specific about card tyep - credit or debit and Mastercard, visa or amex as it makes a difference to your options.

Iv not paid Iv refused to pay

I would write back and say the £120 is not an acceptable reduction considering "time was of the essence of your contract". Point out their advertising and that you can prove the email came through after your phone call putting it beyond reasonable doubt that it was you that got the email address changed. They had a duty to check bouncebacks if they are relying on emails for their delivery or to act on your phone calls.

Do you have a transcript of the chat. I always get a transcript or screenshots of factors I'm relying on.
Take screenshots of the advertisement(s) in case they change their website.

I would put the points like that rather than say "sue me" as for £460 they may well pursue you so better to try to come to some arrangement.

10 days is a lot faster than NHS probably so you've had some benefit.
I think I'd settle for half.

lisyloo said:

bombom66 said:

lisyloo said:

How did you pay?
Please be specific about card tyep - credit or debit and Mastercard, visa or amex as it makes a difference to your options.

Iv not paid Iv refused to pay

I would write back and say the £120 is not an acceptable reduction considering "time was of the essence of your contract". Point out their advertising and that you can prove the email came through after your phone call putting it beyond reasonable doubt that it was you that got the email address changed. They had a duty to check bouncebacks if they are relying on emails for their delivery or to act on your phone calls.

Do you have a transcript of the chat. I always get a transcript or screenshots of factors I'm relying on.
Take screenshots of the advertisement(s) in case they change their website.

I would put the points like that rather than say "sue me" as for £460 they may well pursue you so better to try to come to some arrangement.

10 days is a lot faster than NHS probably so you've had some benefit.
I think I'd settle for half.

Chris

Hello

you're chatting with

Chris. What can I do for you today?

You

Hi can you tell me please if I pay for a mri scan how long after the scan will I get my results

Chris

I can help you with that, can I confirm whether you will be paying for this treatment yourself or if you are insured?

You

You

Paying myself

Chris

Thank you. Do you know which Hospital you want to attend?

You

Thornbury

Chris

Normally 2 working days for results  You

That's good what is the maximum days I could be waiting 2/3 days is acceptable

Chris

To arrange a scan your GP/Consultant needs to send a referral letter directly to hospitals imaging department. Once this has been received you will be contacted to book an appointment, at this stage they will be able to confirm how many parts you need, the exact costing and if contrast is required or not.

Chris

2 days shouldn't be longer than this

Chris

MRI ranges from £460 -£2012 1-6 areas

Chris

This type of appointment is booked by another department but not to worry, I can assist you with the booking process. Can I please take the patient's full name, postcode, contact number/email address?Paying myself.            This is the conversation I had live chat I screenshot it     This below is from there website. When will you get your results?

This depends on your reason for having an MRI scan. In some cases, your radiologist will be able to interpret and let you know your results on the same day as your scan. In other cases, you will receive your results within one week.