"Lack of empathy and inconsistent policies"

I have been using the Nexplanon implant for several years, initially prescribed by my GP to manage heavy bleeding as well as for contraception. At the end of last year, my GP informed me that my current implant was due for replacement and advised me to book an appointment with the Sexual Health Clinic. I secured the earliest available appointment via the clinic’s website, which was scheduled for January 2025.

This was my fourth time undergoing the implant removal and replacement procedure, so I am well acquainted with the process. Additionally, I have been diagnosed with a fibroid, which causes severe pain. Both my gynaecologist and I agree that the Nexplanon implant helps manage my symptoms effectively, reducing pain and heavy bleeding while serving as a reliable contraceptive.

Arrival and Refusal of Treatment

On the day of the appointment, I arrived at the Ninewells Hospital car park 30 minutes before my appointment start time, allowing ample time before my scheduled appointment. However, all hospital car parks were full, and the queues for car parks 5 and 6 were extensive. I was stuck in a traffic jam near the drop off area and eventually had to park on a street approximately 15 minutes walk from the hospital.

I arrived at the clinic 12 minutes after the appointment start time, but still within the designated appointment slot of 40 minutes. Despite this, I was informed that I was marked as a non-attendee because I was not present within the clinic’s 10 minute grace period. They refused to conduct the procedure and offered alternative contraception, which I explained was unsuitable for my specific needs.

I raised my concerns with another staff member, explaining the significant delay caused by car park congestion and reiterating the importance of the implant in managing my symptoms. Despite my efforts to reason with them, I was told that since I arrived two minutes past the grace period, the procedure could not be carried out.

Lack of Empathy and Inconsistent Policies

Both the staff members I spoke to displayed a concerning lack of empathy. Their rigid adherence to the 10 minute rule seemed unreasonable given that my appointment slot extended for 40 minutes, leaving 28 minutes during which the procedure could have been completed.

I was told to wait in the clinic in case the next patient did not attend. 3 minutes after the next patient was due to arrive, a clinical nurse specialist approached me, apologising for the situation and empathising with my predicament. She actively sought a free surgical room to perform the procedure but unfortunately could not find one. She scheduled an urgent follow up appointment for me.

It is worth noting that at the time the clinical nurse specialist spoke to me, the next patient had not yet been called. This suggests that the clinic itself was running behind schedule, yet I was denied treatment for being two minutes late.

Impact on Work and NHS Resources

I had to take time off work to attend this appointment. As a public sector employee, I am fortunate that my employer accommodates such absences. However, the unnecessary rescheduling caused additional disruption to my work schedule, wasted NHS resources, and increased the environmental impact due to my need to make another journey across Dundee. These outcomes directly conflict with NHS Tayside’s goal to achieve net zero carbon emissions.

Requested Actions

I respectfully request that NHS Tayside take the following actions to address the issues raised:

1.Improve Accessibility at Ninewells Hospital:

Consider allocating capital funding to increase patient parking capacity, reducing the risk of appointment delays caused by car park congestion.

2.Adopt a Flexible Approach to Appointment Policies:

Clinics, particularly the Sexual Health Clinic, should (in my opinion) assess cases of lateness on an individual basis. Factors such as appointment duration, patient needs, and potential future costs to the NHS should be taken into account, rather than rigidly enforcing a grace period.

3.Provide Empathy Training for Staff:

Ensure that nursing staff demonstrate empathy and understanding toward patients. Attending a hospital appointment, especially for a procedure, is inherently stressful. Additional challenges, such as parking difficulties and time off work, exacerbate this stress.