"Urology TURP"

About: Queen Alexandra Hospital

Can't fault the medical teams.... once you get the treatment. However, Admin in Urology is absolutely dire. They have a weird idea of how to establish the date of referral, which is when the 18 -week period starts. The nurse who saw me at that time - a health professional, so someone who knows what they are talking about - quite clearly said to me "The time starts now - that's why I have referred you, so you get the treatment as soon as possible". However, Admin Department had different ideas - their take was that the 18-week period started a month later, when I had an interview with a Urologist (who, incidentally, I never saw again). But QA managed to even miss that eighteen-week window....the (successful) operation taking place during the 23rd week. At eighteen weeks, when I rang up and enquired, I had to be fairly firm - and the person answering the phone said they could not tell me anything "because the person dealing with it is on day off". Then a "Supervisor" rang me back at home and tried to give me a bollocking, saying I had upset a 17-year old on the phone who was just trying to help, claiming I had called them "Dim". Not in my vocabulary. I was insistent and determined, something quite different. Then, on the day of the operation, one of the reports that had been made the day before was missing.... they had to do that bit again. A couple of days later, when tubes had to be removed, again, the nurse was absolutely faultless. Both the Consultant and the nurse told me that I had to have a telephone appointment in three months (fair enough).. but when I went to the desk to make the appointment, the clerk carried on typing on their computer for around a minute, said nothing, no smile, no acknowledgement, then just took my form - and promptly made an appointment for four months time! Since when does Admin over-rule the decisions made by medical staff? The clerk just said "that's the earliest we can do". For a telephone appointment along the lines "is everything ok?" And - if they were so busy, what on earth are they doing telephoning frustrated patients to give them a bollocking? It occurs to me that QA need to spend more money on the nursing and medical staff, possibly also on facilities so they can operate a higher throughput, and QA need to cut down on managers and admin staff, and definitely train some of their admin staff in customer relations. To sum up- Medical treatment, 10 out of 10. Admin - 1 out of 10.

Story from NHS Choices

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

Responses

Response from Queen Alexandra Hospital

Thank you for taking the time to write to us. We are so sorry to learn of the difficulties you have experienced with the Urology Administration Team and would really appreciate the opportunity to look into this further for you. Please contact our PALS team at PHT.Pals@porthosp.nhs.uk or via their free phone which is: 0800 9176039 and they will be able to look into this and discuss it with you. I am pleased to note that you have now had a succesful operation and that you felt the medical treatment to be 10 out of 10. I will certainly pass this information on to the Surgery & Cancer Senior Management Team as I am sure they will be just as pleased to read this as I was. Once again, please accept our apologies however for the poor administration you have experienced and would definitely recomend that you contact our PALS Team to allow us to look into this further.

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