"Appalling experience with Gastroenterology"

About: Bradford Royal Infirmary

I was referred as an urgent case due to family history of bowel cancer. On the day of my first appt I felt extremely anxious. I was kept waiting for over an hour without explanation or apology in a crowded waiting room covered in posters explaining the potential consequences of bowel cancer which added to my anxiety. The doctor was dismissive of mine and the GP's concerns, spoke to me in a patronising and rude manner, was highly critical of my GP and told me I should have brought letters from the specialists I had seen previously and not have relied on my GP to provide them. He examined me roughly. After the examination he agreed to further investigations and said it was only because I was anxious.

At the next appt I was told by the receptionist that I would have to wait for a short time as my notes, along with other patients' notes, were in the secretary's office and they were waiting for a porter to collect them. The wait was again for over an hour. There were 2 staff on the reception desk and I could see no reason why one of them, or one of the nurses from the clinic couldn't go and collect the notes; I even offered to collect them myself and was told that only a porter could collect them. I asked several times what was happening and was told someone speak to me about the delay; no-one came. It turned out the porter was late to work. The nurse who took me onto the ward for my procedure was apologetic and said she was in support of my intention to make a complaint, stating it was the only way things would improve; however, she wasn't sure of the process for making complaints. Her manner was exemplary.

A porter came to take me to theatre; however, as I approached the trolley he walked off and it took several minutes for the ward staff to find him again. He had been asked by the theatre staff to pick up some equipment but this hadn't been communicated to the ward staff. I was transported in a lift which had sweet wrappers and dust balls on the floor.

The staff in the theatre were caring and communicative as they set up the equipment and throughout the procedure; once it was finished they stopped talking to me. They didn't tell me what was going to happen next or that I could put my underwear back on; I was shocked when I heard 2 male voices and the trolley started moving back along the filthy route. The porter carried on a conversation across me and told his colleague he had booked the afternoon off, hadn't told the ward staff and thought it was funny it might cause them problems. He pushed the trolley into a cage containing hazardous waste bags and one fell onto the trolley a few inches from me face - he said nothing and carried on.

In recovery I asked if I could put my pants on. The nurse said there was no need. I said there was as I felt uncomfortable. I had to ask for the screen to be pulled round. As she lowered the trolley the side fell off and I nearly fell off. She said it kept happening but hadn't reported.

And so it went on.....

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Response from Bradford Royal Infirmary

Thank you for sending your comments. This is a very poor experience and is not acceptable. I understand that the Matron with responsibility for the area is investigating your concerns and will respond directly to you.

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