Should Have Done The Scan For Leftover Customers

| Right | February 1, 2016

(We close on Saturdays at 12 pm. It is 11:55 am and the last patient has left. I lock the doors and settle everything. The radiographer turns the machines off. I have my bag in my hand. It is now 12 pm.)

Customer: “Hello.”

(I look around alarmed. A woman slowly walks up to me.)

Me: “Ah, hello.”

Customer: “I saw Dr [Name] today and he said I can have an X-ray today.”

(I recall a call from Dr Name at 11 am and a patient stating the same thing arrived. I had no idea there was more than one.)

Me: “Yes, that was at eleven. When did you get here?”

(And how did she get through the locked doors?)

Customer: “I’ve been here since 11:30; I’ve just been in the bathroom.”

(The radiographer sees and gives me a panicked ‘everything is turned off already’ look and stands beside me.)

Me: “I’m so sorry. We just closed. I was expecting you earlier. We can do Monday, definitely!”

Customer: “The doctor said you can do me today.”

Me: “And we could have if you came up before closing. Unfortunately, we have turned off the X-ray machine and are unable to do any more scans.”

Customer: “My doctor said you would do it today! It’s urgent; I don’t know what’s wrong with me.”

Radiographer: “Even if we scanned you today there are no reports because we have no radiologist on the weekends.”

(The radiographer continued repeating what I was saying in every polite way as I notice Customer #2 at the front struggling with the door. She waves me over. I open the door a crack seeing she is distressed.)

Customer #2: “My doctor called and said you would do my scan for me!”

Me: “Unfortunately, we closed at 12 pm. All calls I got were around 11 am.”

Customer #2: “I need the scan done! He said you’re going to do it!”

(She grabs the door and tries to push it open, but my foot is lodged behind it and it doesn’t budge. Shocked at the aggression, I repeat once again we are closed and shut the door. She walks away in a huff. I return to the first customer.)

Me: “If it’s urgent I know the emergency department always has scanning available with reporting.”

(Customer #1 left, defeated. The radiographer and I sighed and headed home at 12:20 pm. Funny how every time I mention to patients that the emergency department is available after hours their scan is suddenly not as urgent.)

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