"Urology"

About: King George Hospital

Appointment was for 9am.

Not called until 9.30am.

No explanation for delay.

Health professional who was meant to be doing procedure spent ten minutes standing near to patient and carer from 9.30 till 9.40 having a social conversation with another employee of the opposite gender, nothing at all to do with work.

Health professional totally failed to listen to patient and carer's concerns and request during procedure, causing unnecessary pain and discomfort to patient.

Same professional failed to follow NICE guidelines despite carer explaining need for patient, to actually relieve pain and discomfort, just tried to talk over carer by explaining how the procedure worked for staff, but completely ignored need for patient to be treated appropriately.

Another health professional also present during procedure also totally ignored carer's request for exact replacement of personal equipment used by patient, again causing unnecessary pain and discomfort to patient.

Health professional failed to explain what would be happening due to complete failure to read patient's notes and see what had been happening, and attempted to patronise patient and carer by trying to use medical terminology without realising both were professional people who actually knew what was being said.

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Responses

Response from King George Hospital

Thank you for taking the time to make us aware of your experience, I was very sorry to read the concerns that you have raised regarding our Urology Team. I would encourage you to contact our Patient Advice and Liaison Service, who will be happy to assist you in any way they can to try to resolve your concerns. The PALS team can be contacted on 01708 435 454, or by email PALS@bhrhospitals.nhs.uk.

Yours sincerely

Dr Nadeem Moghal

Medical Director

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