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An awful long time to wait when you are worried

Posted By Shaking with nerves

"An awful long time to wait when you are worried"

About: Good Hope Hospital / Gynaecology

(as the patient),

I was referred for post menopausal bleed. I was seen within two weeks and was treated with respect and kindness. I was very nervous and the hospital staff were so kind talking to me throughout the procedure to take my mind off it. As a result, it was no where near as bad as I expected. I was given explanatory literature which stated to get in touch with the hospital if I hadn't received the results within 4 weeks. I couldn't get through on the phone just an answer machine, despite leaving messages no one returned my call. Eventually I got though to a secretary and was told the norm is 6 weeks. I eventually received the results after 5 weeks. This is an awful long time to wait when you are worried.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust 7 years ago
Marie Helebert
Patient Services Officer, Patient Services,
Heart of England Foundation Trust

Work with patients & families to highlight and address any issues relating to patient experience.

Submitted on 13/03/2017 at 10:15
Published on Care Opinion at 10:31

Dear Shaking with nerves

Thank you for your post regarding your patient experience in the Gynaecology Service at Good Hope Hospital.

I am so pleased to read that you were seen quickly following your referral, and that during your visit, despite being very nervous, the staff were kind to you and clear in their communications, explaining everything that was happening and keeping you occupied whilst the procedure was carried out, I'm sure that was very reassuring for you. It can be a very worrying time when you are waiting for results, and I am sorry that despite being told to call the hospital in 4 weeks, you had difficulties in getting to speak to anyone and your messages left were not returned. I am also sorry that it was not clearly explained to you that some results can take up to six weeks, this may be due to the testing processes, but I fully understand the additional worry caused to you.

I will ensure you balanced feedback, highlighting the good parts and the not so good, are communicated to the Gynaecology Management Team so that they can make sure all of the Gynaecology Team are aware. Feedback such as yours is very helpful and we welcome your comments.

I do hope that you were reassured by your results, and I hope my actions are acceptable. Thank you once again for taking the time to share your feedback, it is very important to us.

Kind regards

Marie Helebert

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