"Urology clinical investigation dept"

I am 75 with great difficulty in balancing and walking. My first visit to this department on 24th Feb 2017 for an ultra sound was marvellous. I had help all the time, including a seat booster and a nurse with me at all times to ensure I didn't fall. The staff couldn't have been kinder.

My next visit on the 9th Feb, for a cystoscopy was a disaster. On arrival I was asked if I'd brought a urine sample which was not mentioned in the appointment letter, nor the fact that the sample had to be less than 2 hours old. I explained I needed a seat booster for the lavatory and was told they didn't have any, even though I said I'd been provided with one a week earlier. I explained my balance problem but no help was offered. I was expected to give a urine sample straight into the tiny sample bottle, which being female, is just not possible. Eventually I was forced to use the grey papier-mâché machet pot whilst standing, and then had to find somewhere to balance it till I could fill the sample bottle. The disabled toilet already held one such pot containing urine placed on a ledge beside the lavatory. Most unhygenic.

I was unable to change into a gown as there were no hand rails in the changing room and once again, the chair provided was too low for me to sit on.

The nurse made it clear if I fell they couldn't pick me up. The seating (height of seat from the ground) is too low for me and I had to use the small case I had brought containing my dressing gown as a cushion on a chair.

The actual cystoscopy was very good, and the attending nurses were very kind and professional.

That treatment room was the only place I felt physically safe from a walking/balance point of view. As so many patients attending this clinic are elderly, much more could be done to ensure their safety.

The consultant was professional, pleasant and reassuring.

Please regard this as constructive rather than just complaining.