"Poor After Care and follow up, following hospital..."

About: Sunderland Royal Hospital

I was discharged from hospital in November 2014, following kidney infection. During this admission, other than an explanation of what was wrong by the admitting consultant, I recieved no information about my condition, or education as to how it could've happened or be avoided in the future. I had to ask a nurse what my diagnosis was according to their handover sheet. No one volunteered any information about my condition, indeed I had to request that ceratain ward tests and documentation was done, ie. urinalysis and fluid output measurements, being a kidney infection it seemed thatw as the least that should've been done. I still have not recieved any information about the results of my ultrasound scan from anyone at the hospital and requesting an appointment with my GP is extremely difficult due to my work commitments and their appointment availability. I have also had a Urology outpatient appointment cancelled by letter on Friday 20.3.15, which was due 23.3.15 despite recieving an automated phone call a day before to enquire if I was still keeping the appointment, which must've been teh same day the letter was sent to cancelmy appointment. I was also asked to provide a blood sample 4 weeks before the appointment via my GP, which i expect will require a repeat performing before I actually recieve my next appointment. The letter was abrupt, not on headed paper and gave me no inclination as to why my appointment was cancelled or how I could contact people to discuss or raise my concerns or make a complaint. I expressed my concern that I had waited over 5 months for this appointment, when I phoned the appointments team. The manager, infomed me that the Urology team hadn't recieved the referral until January 2015, a full two months after being discharged by the medical team caring for me in November 2014. This begs the questions - Why was I not seen as an inpatient by the Urology team, when other patients I know with a similar condition, have recieved this? Why has it taken so long to refer from the medical team to the Urology team? Why couldn't I be seen by all specialities when I was an inpatient? Why have I not been given an alternative appointment when I received the very last minute cancellation, rather than having to wait until the hospital sends out another one. Why was I not directed to PALs when I asked the appointments team how do I make a complaint? rather told to ring the Urology business manager. I appreciate that I am now not ill, although not entirely asymptomatic and I'm certainly not as poorly or as urgent, as the majority of patients recieving follow up appointments. However, I do feel that there are several loose ends which are not completed and the loop is certainly not as yet closed with respect to my episode of care.

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Responses

Response from Sunderland Royal Hospital

Thank you for leaving a review on the NHS Choices website and please accept our apologies that you have encountered a number of problems regarding your urology care. It is important that we look into these issues for you and we would be grateful if you could contact the Help and Advice Service (formerly PALS) so they can obtain some additional information in order to liaise with the relevant staff members on your behalf. The contact details for the Help and Advice Service are: helpandadviceservice@chsft.nhs.uk Freephone 08005876513

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