"Angry and disappointed"

About: Southmead Hospital

I spent 5 hours for a 10 min appointment which was 45 mins late and for nothing. The place is too big and too far away. I was of the understanding I would see my consultant and was left 45mins waiting after my appointment time and who did I see their REG. They are now having to refer me problem to my consultant so it has been a complete waste of time. The hospital is in the wrong place for us who live near Bath and takes too long to get too. It is too big and you are just a number and not a person. When I used to go to see my consultant at the BRI it only too the longest 1hr traveling if that and I was a person. I have to come to Southmead for a MRI Scan next month. We shall see if that department is any better. I hold little hope.

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Response from Southmead Hospital

Dear Mrs Vowles – thank you for taking the time and trouble to post your views of the Urology Department at Southmead Hospital. I am sorry that you felt the appointment was a waste of time as you did not get to see your named consultant. All outpatient appointments are issued in a consultant’s name, but sadly it is not possible for the consultants to see every patient, which is why they rely on their registrar colleagues (who are already very senior clinicians) and other experience staff, to manage many of the appointments. In addition consultants can usually be contacted whilst their clinics are being held, and a second opinion sought. However if they called to theatre to treat an emergency then they cannot be easily contacted, which is possibly why the registrar in your case felt that it was important that you return to be seen by the clinician best able to assist you. Regrettably, consultants having to attend to emergencies can be the cause of some delays for clinics in Acute Hospitals.

I hope that when you attend for your MRI scan next month your experience will be a lot more positive and less stressful.

Steve Sykes

Advice and Complaints Team

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