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Care Opinion

Humanity and decency had been so lacking

Posted By Owen L

"Humanity and decency had been so lacking"

About: Adult Community Services / Continence Team Royal Victoria Hospital / Accident & Emergency Royal Victoria Hospital / Urology

(as the patient),

I had to go to the royal emergency department, as I couldn’t pee. I waited 8 hours and an emergency catheter was fitted. I was sent home with notes that said I should be seen by a urologist within one week “or so”. I still have not seen a urologist (6 months later).

I had five UTI episodes since, with antibiotics used each time to cure, in the following months. I had one further visit to the royal emergency department, waiting an inordinate amount of time, as the catheter had blocked and I was feeling very ill. The queuing system at the hospital does not see this as urgent, which I think is a mistake. I therefore waited whilst those under the influence of various ubstances, and some escorted by police, were taken before me.

I have had one phone call from the urologist who said I will be called in about four months to see them.

Through all this, the one shining light, was the continence specialist team. They were magnificent, efficient, caring and reliable. The exact opposite of my previous six months of hell with the royal and others. The catheter was removed recently and I feel so much better. However, what caused this? I’m hoping my promised appointment in a few months will help answer that question.

I got a letter asking me to go to the continent specialist service, to change my catheter. As it has already been removed, I phoned to explain and cancel the appointment, as I presume they had not been informed by the hospital that took it out. The lady I spoke to was lovely and thanked me for calling, even though she was obviously very busy answering calls (I had to wait a while). At the end of the call, she asked me how I was feeling now, with the catheter out. I was so shocked, as this simple caring, humanity and decency had been so lacking with my previous interactions. 

So… not a great experience of the greater NHS, but the continence specialist service saved the day and helped me to feel better about things. I’m 70, have paid taxes for 50+ years and have not been much of a drain on these services. 

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Responses

Response from Deborah McLaughlin, Service Manager, Elderly Programme of Care, Adult Community Services/Continence, Belfast Health and Social Care Trust 4 months ago
Deborah McLaughlin
Service Manager, Elderly Programme of Care, Adult Community Services/Continence,
Belfast Health and Social Care Trust

Submitted on 11/12/2023 at 15:27
Published on Care Opinion at 15:27

Dear Owen L,

I am sorry to hear that your recent experiences within the healthcare system were not positive. I am however so glad that the care, communication and support you received from our community continence team was positive.

Thankyou for taking the time to share your experiences, as the Service manager for the Community Continence Team I will pass your kind words onto the nurses. They will be thankful, that they have been able to help, making a positive impact and difference to your health and well being.

Best Wishes

Deborah McLaughlin

Service Manager

Community Nursing BHSCT

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Response from Chris Thomas, Service Manager, Surgery and Specialist Services, Belfast HSC Trust 4 months ago
Chris Thomas
Service Manager, Surgery and Specialist Services,
Belfast HSC Trust

Submitted on 15/12/2023 at 12:11
Published on Care Opinion at 12:11

Dear Owen L,

Thank you for highlighting your recent poor experience through Care Opinion.

My name is Chris Thomas and I am the Urology Service Manager at the Belfast Trust and I was very sorry to read about the difficult time you have had.

To enable me to further investigate your pathway of care and provide you with a full response, can I please ask you to contact me directly on 07824812521, or at chris.thomas@belfasttrust.hscni.net, to provide me with your details.

Thank you again for taking the time to share your experience.

Kind regards

Chris

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Response from Linsey Sheerin, Divisional Nurse, Urgent and Emergency Care, Emergency Care, Belfast Health and Social Care Trust 3 months ago
Linsey Sheerin
Divisional Nurse, Urgent and Emergency Care, Emergency Care,
Belfast Health and Social Care Trust

Submitted on 29/01/2024 at 12:01
Published on Care Opinion at 12:01

Dear Owen L,

My name is Linsey Sheerin, I am the Divisional Nurse for the Adult Emergency Departments at Belfast Trust. Thank you for taking the time to share your experience on Care Opinion, I am sorry for the delay in responding to you directly.

Unfortunately the entire Health and Social Care system has been under significant pressure for some time. The result of this often manifests in the Emergency Department with patients having to wait for long periods before being seen. However this is by no mean an excuse for your poor experience.

I would welcome the opportunity to investigate your case further in relation to your referral to Urology, if this is something you would like to do please contact me at linsey.sheerin@belfasttrust.hscni.net

I hope that you are currently well

Linsey

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