"Reminde: There's a person attached to every..."

About: Leicester General Hospital / Urology

I was on a 2 week urology referral to ward 28a. Staff were coping admirably with an equipment breakdown that had slowed the list down. Reception, assessment and nursing staff were all efficient, polite and professional. They were discussing how they would stay late to finish and miss lunch to help get parients seen - a really collegiate group. The surgeon I saw, however was brusque to say the least. Didn't introduce themself with a name or job role, avoided eye contact and spoke to me whilst looking at the computer screen. The surgeon spoke to me as if I were a 3 yr old with talk of 'water works' etc didn't explain the procedure apart from saying they would 'take some pictures inside me' then shoved the signature page of the consent form at me and said sign here; no time to read it or discuss earlier ultrasound, possible causes of the problem etc. The procedure itself was quick and efficient but I would suggest that less than 5 seconds is not enough time for a local anaesthetic to work. It was, momentarily, very painful. Afterwards the surgeon discussed further tests with nursing staff and told me they'd be in touch. No explanation of findings, no indication of next steps. I fully understand that I attended on a difficult day and that staff were making things work by going the extra mile, but that's no excuse for a highly qualified individual to completely forget that there is a person attached to every lower uninary tract.

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Responses

Response from Leicester General Hospital

Dear Reviewer,

Thank you for taking the time to post your comments. We are delighted to hear about the level of care provided to you by our staff at a difficult time. We will pass on your feedback to the team where it will be much appreciated. We are, however, disappointed to hear of the concerns you have raised regarding the surgeon. (If you would like us to investigate the matter further we would like you to send us your Name, address, NHS number and date of birth.) We will take on your feedback and pass this on to the team so as to improve our service for future patients.

Kind regards,

Communications Team

Leicester’s Hospitals

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