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Continuity of care

Posted By VARob

"Continuity of care"

About: Queen Margaret Hospital / Breast care service

(as a service user),

My experience has varied depending on who I have seen. Some Breast Cancer nurses care and understand what you're going through and have supported me while on other occasions it has had a very negative and depressing effect on me.  

However, I was made to feel in the wrong at a recent appointment even though the staff member did not listen when I expressed concern for pain on the opposite side of the operation I had, I was informed I should expect to feel pain after an operation, that it would be fine if it was on the same side. I was told well you were clear, ok maybe I was but without the scan I don't know this as you can't see under the skin.

Then they abruptly left the conversation and another member of the team told me they had been called away, so they had come to cover.

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Responses

Response from Murdina MacDonald, Lead Cancer Nurse, Cancer Services, NHS Fife 2 weeks ago
Murdina MacDonald
Lead Cancer Nurse, Cancer Services,
NHS Fife

Submitted on 23/06/2025 at 10:26
Published on Care Opinion at 10:26

Dear VARob,

My name is Murdina Macdonald and I am the Lead Cancer Nurse. Thank you for taking the time to share your experience of care.

You’ve described having very different experiences depending on which nurse you saw some that left you feeling supported and reassured, and others that had a more difficult and upsetting impact. I’m truly sorry that this has been your experience. Everyone in our care deserves to feel consistently listened to, cared for, and safe and I recognise how unsettling it is when that doesn’t happen.

I’m sorry that, during your recent appointment, the response to the pain you raised didn’t offer the clarity or reassurance you needed. It’s entirely understandable to feel unsettled when symptoms arise that haven’t been fully explained, particularly in the context of recovery from cancer treatment. Being told everything is fine, without the benefit of further investigation, can understandably leave doubts unresolved. I also recognise that the changeover during your consultation, though sometimes unavoidable, clearly added to your sense of being dismissed, and for that, I am sorry

Please be assured we are looking carefully at your experience not to place blame, but to support honest reflection as a team. Your feedback is helping us reflect on how we communicate during moments of uncertainty and how we maintain presence and compassion.

If it would be helpful to speak further, I’d be very willing to connect with you. Sometimes a conversation can help bring greater understanding and reassurance where things have felt unresolved.

Above all, please know that your voice matters and we are listening.

Warm Wishes

Murdina





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Response from Lorna Roy, Clinical Nurse Manager, Planned Care, NHS Fife 2 weeks ago
Lorna Roy
Clinical Nurse Manager, Planned Care,
NHS Fife

Submitted on 23/06/2025 at 12:12
Published on Care Opinion at 12:12

Dear VARob,

Thank you for sharing your experience so openly. I’m really sorry to hear that your care has sometimes felt inconsistent and, at times, even hurtful. You absolutely deserve to be heard, understood, and supported throughout your journey.

It’s concerning that your recent appointment left you feeling dismissed, especially when you raised pain on the opposite side of your operation. Pain can be confusing and worrying, and it’s important that your concerns are taken seriously and explored fully. I’m also sorry for the abrupt interruption during your consultation it’s understandable how that would make you feel unsettled and unheard.

Please know that your feelings and experiences matter deeply to us. We are committed to improving how we listen and respond to concerns like yours. If you’d find it helpful, I’d be happy to discuss this further with you and work together to ensure you receive the care and support you deserve.

Lorna Roy

Clinical Nurse Manager

EXT 20148

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Update posted by VARob (a service user)

Unfortunately there was no change over with staff, as I heard the exiting staff member comment that they can't deal with this, just before leaving the conversation, and the other nurse was quite rightly covering for the team. I completely understand their loyalty to the team.

I do however feel the nurse who couldn't deal with this, as they put it, should have listened firstly to exactly what I had said before jumping in with incorrect information, we all make mistakes and people should take responsibility.

I'm not perfect but at least I take responsibility if I'm wrong. I feel it would be extremely difficult to approach any of the staff in this unit now as my relationship with the nurses has been tainted. It's certainly a worry.

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