"Don't take referral issues out on the patient!"

About: Kent & Canterbury Hospital / Urology

(as the patient),

My appointment was this morning and I had to have x2 investigation, an Ultrasound scan for urology and then a invasive investigation to my bladder health.

From entering the hospital early, every member of staff was polite and helpful, until I actually met the consultant/doctor who was to perform the investigation. They did introduce themselves ( I have forgotten their name, sorry), asked how I was and if I was well. I responded that I was very well. They then proceeded to ask me why I was there, that the referral was wrong and that it should not have been done and that I should not have been referred, and that I didn't need the flexible cystoscopy performing . They then proceeded to tell me that the results of all my urine tests all proved negative and again that the referral was wrong and not needed.

I then was made to make the decision as to whether to go ahead with the procedure, which I chose to do. The procedure took far less time to do than the doctor had taken in complaining to me that I should not be there. I felt their attitude was very threatening and rude. I would like to think that this type of problem is not dealt with in this way: if there is a problem with the referral system, it should NOT be taken out on the patient. A simple explanation of their concerns could have been made, but not so forcefully that I felt a `fraud` and was wasting their time.

My GP had referred me in good faith, I have NO reason to question their clinical judgement.

I work for the NHS as a band seven district nurse team leader. I would expect any of my patients to complain if any of my team had spoken to them the way I was spoken to this morning.

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Responses

Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust

Thank you for taking the time to provide us with feedback.

I am sorry that that you were made to feel that the referral from your GP had been inappropriate, this was clearly distressing for you.

I would like to feedback to the consultant concerned and so if you are able to email me on Julie.pearce1@nhs.net then I will talk with you about how you would like this handled. I was pleased to hear that other staff were polite and helpful.

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