"My past experience as a patient with the Urology..."

About: Southmead Hospital

What I liked

Nothing I could recommend to others

What could be improved

Communication Problems with Hospital Departments

I received a letter dated 19th March 2012 confirming that an outpatient appointment with Southmead Hospital's Urology Service had been made for me on Weds 04th Apr 2012 at

09-00 am at The Brecon Unit Southmead Hospital.

I could not get there on that day by 09-00 am

I had not made any arrangements or been consulted as regards what the appointment was about.

I telephoned the numbers at the top of the letter and got through eventually to the Brecon Ward. Because the appointment was with the outpatient Urology service the Brecon Unit could not help me but suggested I ring the number they gave me for the Urology Outpatients service.

I did this 4 times during the next 3 days but each time my called was taken by an answering machine.

I left my Hospital reference numbers shown at the head of my letter, my Name, Address, phone number and details of the appointment. with a request that someone call me back to discuss the matter when they were free.

after a further 2 days having received no response to my telephone calls I wrote a letter to the Urology Service outpatients Department explaining the situation and asking if someone could contact me. The day of my appointment arrived still with no response from Southmead.

On the afternoon of my appointment I received a telephone call from the hospital telling me I had not turned up for my appointment. I explained the situation and that I had left messages on the answering machine as well as sending a letter. I was told that there was no record of my calls or letter and offered the usual Southmead platitudes and apologise !!!!!. I was told that another appointment would be made for me sometime the end of April.

I asked if they could tell me what the appointment was about and was told the consultant had arranged for me to have a "pre med" examination and if it was ok he would arrange for me to come in for the same procedure as I had last time within a f

Anything else?

Poor communication, poor nursing care when I was last admitted as an in patient on the Urology ward

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Responses

Response from Southmead Hospital

Dear Welshlad – I am very sorry that you had problems with your appointments for the Urology Department at Southmead and in contacting the hospital to try and resolve the situation. Unfortunately as over 3 months has now passed, during which time a new patient records system has been introduced, it will be difficult to establish the detail and investigate if you provide additional information. Urology outpatient clinics are arranged by a specific team, which is why the staff at the Brecon Unit were unable to directly assist you. If you experience a repeat of the situation please contact the Advice and Complaints Team via the website link and we will take action on your behalf to resolve.

I am also sorry you had a poor experience when you attended Urology as an inpatient. If you could provide more details, again via the link on the North Bristol trust website we would be verry happy to investigate and respond to the specific concerns you have.

Kind regards –

Steve Sykes

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