"Problems at southmead urology"

About: Southmead Hospital / Urology

(as a relative),

I have posted before and I was assured that the service would improve. We have again been at the disadvantage of being on the receiving end of treatment at urology at southmead hospital. The first appointment after surgery, we arrived at the hospital after a 2 1/2 hour journey to be told the appointment is cancelled you should have been told. When we said we had not been notified and had travelled by several buses the receptionist said they couldn't tell everybody and its wasn't their fault that they have moved the service. she said they didn't want it and it's a pain! Well we were shell shocked. There was no explanation of what we should do just another would be sent out. We stood there for a while and were ignored the waiting room was full to the brim with patients everywhere standing sitting in the corridors, just a shambles. We asked a nurse about what we should do and she said, I cant help you your a BRI patient....If only we still were. Taking a perfectly 'excellent ' service from the centre of a city to a place that to me seems disorganised, unsafe and quite frankly what I feel is a disaster waiting to happen, just like we have just witnessed in the north.

We eventually got home, the journey in total was 6 hours! ! Ridiculous by anyones standards. I phoned the hospital and left a message for my brothers consultant, who I understand is off on sick leave himself. His delightful secretary, called back the next day and said she would look at the appointments to ensure he had one soon. This happened as promised. I had to call again regarding about his pre op appointment and got through to a different secretary, who proceeded to tell me that she was far to busy to look at the BRI work as she was a southmead secretary and since they had been here the place is a nightmare. I am extremely shocked by this attitude and I feel that this speaks reams about the attitude and care which is being delivered at this department and I think it will continue to get worse. I am going to make it my business now to take this further to my MP and demand answers to why this was allowed to happen and push those patient aside who really do not matter it appears it is not right. I am doing this for my brother and thousands like him as I am not the patient of this department but can speak for so many

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Response from Steven Sykes, Advice & Complaints Team Manager, North Bristol NHS Trust We are preparing to make a change

Dear Mcablegreen – I am very sorry that you have continued to experience problems with the Urology Service at Southmead Hospital. As you note the service has recently integrated elements transferred from the BRI, and there continue to be some residual problems following the move; these are being rectified. Action is also being taken to support all staff to ensure we assist the general public in every way possible while we are working to resolve the issues.

I agree the service you received is well below the standards we aspire to – there is no excuse for being unhelpful and I offer my sincere apologies for the poor staff attitude you and your brother encountered and the distress this undoubtedly caused. The staff concerned have been made aware.

The rational for combining the services is to provide a one stop shop and centre of excellence, that will resolve a number of delays and inefficiencies relating to the service being based over two centres. We are confident that, once the current difficulties are resolved, patients will benefit from the changes and enjoy an improved patient pathway.

I wish to assure you that the consultants and senior managers are fully aware of the difficulties patients are encountering, and are working hard to overcome the current issues.

If you would be kind enough to contact me directly via complaints@nbt.nhs.uk I will arrange to reimburse you for any travel costs related to your wasted journey. Thank you for your feedback which has been shared with the senior managers of the service and the chief executive.

Kind regards

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