"Extremely unhelpful and uncaring"

About: Cossham Hospital

Anything else?

I was referred to this hospital by Southmead for skin lesions caused by renal transplantation medications. My appointment was made for the future using what is now termed the 'patient passway' timescale however these skin lesions began to spread with extreme itching and bleeding. I certainly became far more concerned that there had been a deterioration and I attempted to bring my appointment forward because of these concerns. After half a dozen calls to get though to this hospital by telephoning various numbers the reply from the appointments centre was curt to say the least and certainly unhelpful in the circumstances. I was told the appointment would not be changed, and I was to 'go back to your GP and if they think it is necessary then they will write again' So again, here is the passing of the buck and more wasted time. This stock reply is no longer acceptable to me as a patient. and It shouldn't be to anyone who attempts to make any hospital aware of any changes in shape, form and feel of possibly cancerous lesions on the body. I shall certainly go back to my consultant now and request that I am not treated at this hospital which clearly has already shown little regard or dignity for me as a patient.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Cossham Hospital

Dear Zodiac64 – thank you for taking the time and trouble to post your views of the Cossham Service. I apologise that it has taken me a while to respond but I was not alerted to your post. I am sorry that you found contacting the hospital so difficult and that the correct telephone numbers were not provided on your appointment forms. Regrettably, it is not always possible to amend appointments as existing clinics maybe fully booked and this is likely to be the reason why you will have been referred back to your GP who would be able to review you more quickly and then arrange an appointment through a different route to ensure you were seen in a timely manner if appropriate. I very much regret that this was not fully explained to you at the time and that the communication was poor and unhelpful. Your comments have been feedback to the Urology Service Manager so action can be taken to ensure other patients do not experience the difficulties you encountered. Please accept my apologies that the service you received felt short of the standards that we expect for all our patients. Kind Regards – Steve Sykes Advice and Complaints Team

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story