"Lovely staff but wait for urology appointment"

About: Kings Cross Hospital / Kings Cross Health and Community Care Centre NHS 24 / NHS 24 (111 service) Ninewells Hospital / Gynaecology Ninewells Hospital / Urology

(as the patient),

I was going about my day to day and noticed I was unable to urinate. After 9/10 hours ish I had had a lot to drink and was beginning to panic.

I called Nhs24 and was put through immediately to a call handler. The person was really easy to speak to and reassuring. After consulting with the nurse on the phone I was immediately contacted by King’s Cross out of hours with an appointment for in 1 hour time. 

I arrived at King’s Cross and called  reasonably quickly. This was on an evening and there appeared to be no other service users around. The Doctor was kind and reassuring and involved me in decision making of next steps which was unfortunately to catheterise me. The doctor was really respectful, considerate and took a full history from myself. after communicating with urology and gynaecology made the recommendation to have me admitted into hospital that evening to begin investigations (had other things going on to) .   

I found my way up to Ninewells hospital and into gynaecology. I was seen by the on call doctor to assess and admit me. Whilst waiting I was taken to a clinic room and a nurse asked me some questions , helped me get changed into a gown and went over the information she required. Then had the physical examination before being shown to my bed. Everyone I met in this unit was lovely. They were all so kind , considerate and patient (even when they were really busy). I could not fault any of the nurses, Hca’s or doctors I had interactions with. I was allowed home the next day  on the promise of returning for more tests the following day  

 I attended the genealogical assessment unit. Again everyone I interacted with was lovely , a nurse even walked me to the scan area so I knew how to get there and back prior to my scan times. The doctor had also kind manner, listening well and explaining my results to me in a easy way to understand. I was in a great deal of pain through rare interaction also and was kind enough to do get me something for it. However after all of these tests were completed they made me aware they would refer me back to my GP. Any further tests would have to be overseen by urology. I asked if they could refer me and she responded saying I don’t require inpatient treatment and would refer me back to my GP.

 So I left the hospital unsure why they could not refer me to outpatients at least. As I left the hospital I called my GP in the car park as I was still in a great deal of pain and struggling at times to pass urine. My GP was in a similar frame of mind agreeing I needed to be reviewed and urgently due to my illness (other things going on too) prescribed me stronger painkillers and an urgent referral to urology. 

I had been catheterless for several days but struggling intermittently. That day I went into retention again and ended up attending A&E. I attended and was catheterised within 45 minutes of arriving which was brilliant. I was seen as stream 2. Nurse was amazing really calming and lovely. Doctor spoke with urology again who said they had a referral and to send me home. Advised keep catheter in. Could hear staff being verbally abused but they continued to treat everyone with kindness although visibly appearing stressed understandably.

The next day I contacted urology as I hadn’t heard anything. Told my referral wasn’t vetted yet by consultants so I will likely hear back about an appointment next week.

Two days later. Trip 2 to A&E as my catheter stopped working. After 6 hours I went to A&E, I went around midnight and it was extremely busy. I was seen within 4 hours, and taken to a bed. I was catheterised in the early hours.  Although the unit was horrendously busy I was reviewed by doctor also as-well as catheterised and again urology updated and again await review in community. 

Another two days later -  contacted district nurses about catheter issues - advised urology appointment  coming. Now 10 days post scan.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 14 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24
Submitted on 31/08/2023 at 10:23
Published on Care Opinion at 10:23


picture of Shona Lawrence

Dear dancehe87

Thanks for sharing your experience on Care Opinion. This sounds like a really difficult time for you and I sincerely hope your health has improved. I see my colleagues at NHS Tayside are tagged to your story. They are best placed to respond regarding your appointment.

I note you had contact with NHS 24. It's great to see you found our staff member easy to speak to and reassuring. This is the sort of feedback which is great for us to see. A swift referral by us to NHS Tayside was then made to ensure your onward care. I know you are still undergoing care, however when you feel well enough, with some additional detail from you, we could identify the staff here at NHS 24 who managed your call. We always like to share such stories with staff as its hugely important for them to see the positive impact their management of a call can have on a patient. I am on 07814 29944 or email at Patient.Expereince@nhs24.scot.nhs.uk

Thanks again and take care meantime.

Shona

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Response from Stuart Keys, Clinical Care Group Manager, General Surgery, Urology, Vascular Surgery, NHS Tayside 14 months ago
Stuart Keys
Clinical Care Group Manager, General Surgery, Urology, Vascular Surgery,
NHS Tayside
Submitted on 01/09/2023 at 14:01
Published on Care Opinion at 14:01


I am sorry to hear of the time taken for you to hear back about a urology appointment. Please could you e-mail me at stuart.keys@nhs.scot with your name and date of birth and I will follow this up.

Thanks,

Stuart

Care Group Manager, Surgery

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Response from Daisy Brand, Senior Nurse for Gynaecology Services, Gynaecology, NHS Tayside 14 months ago
Daisy Brand
Senior Nurse for Gynaecology Services, Gynaecology,
NHS Tayside
Submitted on 02/09/2023 at 19:20
Published on Care Opinion at 19:20


Dear dancehe83

Thank you for taking the time to provide your feedback, I note colleagues above have provided response also, which I hope are helpful in the difficult situation you find yourself in.

I wanted to take the time to thank you for sharing your feedback in relation to the Gynaecology service, I am pleased to hear how positive this was. I do note however that you left the service unsure why it was that the service could not refer you to Urology, I am also sorry to hear that upon leaving the hospital that you were still in a great deal of pain and struggling at times to pass urine. Please be assured that I will feed this back to the teams to ensure that should this situation arise again that the team provide a full explanation as to the reasoning behind this approach. I am saddened that you left the service as you describe and will share your feedback in an attempt to avoid this situation in the future.

Best wishes.

Daisy

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