"Urology Dept Pilgrim Hospital, Boston"

About: Pilgrim Hospital / Urology

(as the patient),

My appointment was 3. 10pm. I arrived before my appt time & was taken by a nurse to be weighed, height measured & blood pressure taken. Then told to wait in the waiting room. The outpatient clinic board was showing no appointment delays. After waiting approx 45 mins a nurse then changed the board to showing an hour delay with appointments. I therefore thought I would be seen by 4. 10pm. I still hadn't been seen at 4. 30pm but I noticed people arriving around 4pm were going in before me. There was a man waiting behind me who then questioned the nurse about appointment times as apparently his appt was at 3pm. He was politely told all appts were running in time order. That seemed strange as when I asked one person what time their appt was they said 4pm yet they appeared to be seen before me. I had been referred to the urologist due to ongoing urine infections & blood in my urine. I had suffered for over a year since previously seeing a urologist who prescribed long term anti biotics. I became resistant to these & the infections returned. My Dr told me she had requested a cystoscopy so I expected this would be carried out on in Aug. The urologist eventually called me in at 4. 50pm. He told me my symptoms are common in women my age & would not be doing a cystoscopy unless my urine showed an infection or blood. The nurse took me to produce a sample & advised me to go back to the consultants room. I went straight back to find he had taken the next patient in & I was told to wait in the waiting room. The nurse came to me & said I will have a word with the urologist between his next patients & see if he is discharging you. I can honestly say I was disgusted as I was getting no further. I was then called back in to be told I have blood in my urine & need a cystoscopy. What a complete waste of NHS time & money. I now have to wait until 5th October for the cystoscopy which I do not feel is good enough. I have been off work for 7 weeks & the dr did say she wanted this sorting before allowing me to return to work. I work 12 hour shifts & need regular toilet breaks which are very difficult in my job.

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Response from United Lincolnshire Hospitals NHS Trust

Dear Songbird,

Thank you for taking the time to post your feedback on the Patient Opinion website.

I am very disappointed that you had such a long delay, and apologise for this.

Whilst appointments do run in time order, we often have 2 Doctors running the urology clinic, each with their own list, and as some appointments may take longer than others, it can then appear that the time order isn’t being followed.

Please be assured, that as a department, we are committed to improving patient experience, and I am sorry that on this occasion we fell short of the standard we expect. We realise there is further work to be done.

If you would like to discuss further, please feel free to contact me on 01205 446619.

With Best wishes

Beverly Duncan

Interim Matron for Outpatient areas