"Cystoscopy at Raigmore"

About: Raigmore Hospital / Urology

(as the patient),

After waiting for four months I finally got to see a consultant. I felt that the clinic 'test' nursing staff I saw were surly and unhelpful.

Whilst the consultant was OK, the cystoscopy was brutal and I believe resulted in my going home with a really nasty bladder infection which made life very miserable for a week.

I was supposed to go back for another bladder examination but I am not risking the same result.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Oh dear this falls far short of the "customer care" we are striving very hard to achieve in NHS Highland. But if we are going to learn and improve to get this better for our patients every time - then getting your feed-back is so important for us.

So please accept our apologies for the care and experience you have received and thank you very much for using patient opinion to let us have your feed-back. How would you feel about getting in touch with me so I can discuss what happened with you in a bit more detail. If you would find that helpful you can contact me at maimie.thompson@nhs.net or 01463 704722. I have fed back your comments to the department but if I can get some more specific information then it will help us very much.

Thank you

  • {{helpful}} of {{total()}} people think this response is helpful

Update posted by Bladdered (the patient)

Despite 2 courses of antibiotics and I am now on my third with still no respite after several weeks so I think the Urology Dept. requires urgent examination by appropriate independent Health & Safety personnel. It’s been a poor experience after waiting for six months for treatment. I’ve been to Aberdeen Foresterhill Hospital where in my experience, the difference is like chalk and cheese!

I will think about contacting you as I have other poor experiences to share.

Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Please do contact me. I am very keen to understand what is going on here and why your experiences have been so poor. I would very much like to help and think a first step would be for us to talk. So when you are ready and feel able please get in touch my direct number is 01463 704722 or by email maimie.thompson@nhs.net

I am really sorry for how things have been for you.

Maimie

  • {{helpful}} of {{total()}} people think this response is helpful

Update posted by Bladdered (the patient)

Unfortunately, both my late wife and I were let down so badly by NHS Highland that I do not want anything to do with them in future if at all possible.

There are things about Raigmore which give me the impression of it being poorly run: the inadequate totally uncontrolled car park, medical staff appearing to spend more time filling in forms about patients than they do in attending to them. I feel the patient appointment system is absolutely aggravating and quite unfit for purpose. It is quicker for me to drive to Aberdeen (2 x hours) and receive relatively prompt treatment by pleasant and competent people than it is to drive for half an hour to Inverness and then be kept waiting for up to four hours.

Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Thank you very much for your latest posting. I am really sorry I cant be of any help but of course respect and understand your wishes.

I have shared all of your feed-back with the Director of Operations for Raigmore who will be looking into all the points raised.

Its very disappointing that we have left you with no confidence in our services. Very disappointing indeed. It may be helpful for you to know about Patient Advice and Support Services www.cas.org.uk/patientadvice They provide free confidential information, advice and local support about services provided by the NHS. I hope you dont ever have a poor experience again should you ever need to use the NHS.

I will leave you with a really heart-felt apology and an open-door should ever wish to feed-back.

Yours

Maimie

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story