"Mixed views"

About: Lister Hospital

My appointment was over 3hrs. At first they had not received my doctors referral letter but someone must have booked the appointment so was asked to explain what was wrong in the middle of the waiting room. It was quite a wait to get in to see the consultant who obviously had no clue why I was there. After giving him a brief run down and answered a few questions he simply said he needed a xray. He wasn't interested in symptoms that had developed since seeing my GP. I went off for a xray...no one was at H clinic reception so directed to main xray area where I waited for over an hour. Finally called for xray and was told I should had changed into robe but noone had mentioned this when I checked in at reception. Given a robe but no bag for my clothes so wrapped underwear in my jumper for some privacy. I was xrayed and technician didn't understand I was in pain (surely most patients having xray are in pain) when I returned to orthopedics was told the nurse had coming looking for me and was told I went in for my xray an hour ago...not true. I was then taken through to see registrar and again had to explain what was wrong and that consultant had sent me for xray he quickly decided he wasn't going to see me and I'd have to be seen by consultant again...was quite rude. I was moved into another empty room and could hear them talking to another patient and her problems and care plan...again no privacy. When I got to see consultant again he was very good and booked me in for surgery explaining all the procedures. I understand the department is going through improvements but a need for better organisation of patient records and who they are seeing would prevent them being sent in and out various rooms. New building will allow the department to have their own xray areaso should improve the wait.

Story from NHS Choices

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

Responses

Response from Lister Hospital

Actually, we feel that your final comments are very charitable and perhaps not deserved on our part. This is because whatever the benefits that the new facilities and co-location of specific services may bring, the important matters you described of the current service are preventable and should not have happened at all. We wonder whether or not you might be willing to get in touch with us at generalenquiries.enh-tr@nhs.net so that we can get members of our senior outpatients and radiology teams to listen to your experience from a patient's perspective? Whilst some of the things you experienced may have been atypical of the normal service provided, equally there may well be important lessons to learn.

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

Updates, changes and questions related to this story