"Endocrinology Day Unit"

About: St James's University Hospital

After being sent to the wrong department by the nurses in the reception area of the Endocrinology Day Unit to give a blood sample, I was informed by a poster in Blood Testing that I could use my local hospital for blood tests. As the waiting room was full (0 marks for organised; hand-written stickers and notices on the walls, that aren't immediately obvious, giving instruction to patients to take laminated number cards for the 'queuing system'. So my local hospital tells me I can't have the tests done there as they don't have the facilities - I go back to Jimmy's Blood Testing to be told they don't know what the tests are and the two nurses have a conversation in front of me about sending me to find for myself from someone else (laboratory?) the required tests. As one of them was going that way anyway they break their back to ask while they're there while I wait in the waiting room. I'm then asked back into the treatment room to accept a phone call from the nurse, in the presence of a patient giving blood!? I'm told to go back to Endocrinology, which I do and am referred to the Endocrinology Day Unit - the unit is empty apart from one patient. Three nurses are congregated in an office that I can overhear talking about personal matters. Reception tell me there is no one available to take my blood currently. I am called today and left a message by a someone whose accent I could not understand that I have to ring the main switchboard to find out the Day Unit telephone number they left - I speak to the same person to be told that I have 'missed' an appointment today at 11:30 that I know nothing about. The test I require needs to be performed before 10am regardless, I try to explain this but am not understood. I should count myself lucky, the test (which I was having repeated because my sample was spoiled in the lab), last time it was conducted, while lying giving blood samples, a woman was ushered into the toilet in the cubicle I was in so I could hear her urinate in my presence. I'm sure she was as pleased as I. What has happened to the NHS? On my visits to this hospital I have seen more people doing nothing, than those doing something and those doing something aren't killing themselves, with manners, courtesy, dignity or even basic English skills. The consultant was almost as good - typical pigeon-holing, god complex, listened to the convenient portions of my account and ignored me for the rest, even took a phone call during my consultation. "I'm not here to treat your symptoms" - maybe not, but you should at least help me GP to do just that.

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Responses

Response from Leeds Teaching Hospitals

Dear Anonymous,

Thank you for taking the time to reflect on your experience and write to us, I was very sorry to read of the poor experience that you have had whilst in our care.

I have passed your comments on to the business manager for Endocrinology and have asked that they address the issues that you have raised.

It is our priority to ensure that the trust provides safe, quality and effective care to all of our patients and I am extremely sorry that you feel this did not occur on this occasion. It would be very beneficial to our services and the experiences of future patients if we could discuss this with you.

If you would be happy to give further feedback, please contact the Trust’s Patient Advice and Liaison Service (PALS) on 0113 2066261 or alternatively email patientexperience.leedsth@nhs.net.

With kind regards

Rosie

Senior nurse

Patient Experience