"day surgery urology"

About: Southmead Hospital

when I found out where I had to go? brunel building is confusing and the lifts don't work. if it hadn't been for a nurse with a electronic swipe the lift wouldn't have moved but after admission everything went as I assumed it should but it was cold in there. After surgery nothing went to plan my original nurse assigned to me after surgery hadn't work on urology before and she got another nurse who did. And I was in pain for ages until a doctor was summoned who help resolve the issue. On discharge I was told that some one would contact me the next day to see if all was ok. it didn't happen, was also told if pain persist go see your own gp have you tried to see one? Then was told I would also be contacted to be brought back to a twoc clinic in seven days and guess what I haven't been contacted??? You would have thought that date could have been arranged before discharge, no chance. I tried calling the hospital after six days to try and find out what was happening, have you tried it ?? first time got put through to urology and got a message numbers have changed call the main switch board ! Called again got put through, got a message I'm out of the office please leave a message, so I did, still no call back. Called the switch board again, this time I got some one who didn't understand, I had to spell out the department name. I got put through and the phone just rang and rang and rang . Tried again to ring the switch board and explained to another person what had happened and finally spoke to some one but after a short while the line went dead, that will probably happen to me if I can't get this sorted. Do get the feeling that some things missing? like the joining up the dots so it works. You might have a lovely new hospital but it doesn't work. I don't have any trust in this organisation any more but you can't swap suppliers can you. Haven't got a clue what's going on can't get to speak to any one no I deal when I'll be contacted, just feel like I've been dumped. What happened to customer service after all it is a service you are providing, guess I'll get a reply to this saying they are sorry for all this but who knows no follow from the hospital staff so by the time I get a reply I might be back in the hospital with some sort of medical problem because no one could link up the correct procedures. I don't want to go here again.

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Responses

Response from Southmead Hospital

Dear Michael, Thank you for your comments, please accept our sincere apologies that you have had such a bad experience from when you first attended the hospital right through to your discharge, and also for the lack of contact and frustration you experienced when trying to contact the urology department since being discharged. Clearly this is not the expereince we would wish for any of our patients. So that we can investigate and help resolve the probelms we would ask if you would contact us by email at Complaints@nbt.nhs.uk with your details so that we can assist you.

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