"Lack of communication, compassion & reassurance."

I went for an endoscopy and it went okay, but I was left waiting a while on the trolleys. Arrived for my appointment a little early and I was seen by a nurse, they were very nice, and they introduced themselves to me, they took some notes.

They told me to put on my gown, then they came back for me. It didn’t take very long, then the nurse wheeled me into a side room. I was very anxious as I didn’t have anyone to stay with me so wasn't going to be given a sedative, just spray, and I was told I was the last one to be seen that day. After waiting a while someone came in with a pendant, they said the staff on the left side are leaving and it was thing to press in case I needed anything, but I didn't know what I'd need because they had already told me where the toilets were should I need to go. I asked this person if it would be much longer that I need to wait, and they said no and that the person in in front of me was taking longer than expected. I never saw the nurse that introduced themselves and took my notes again.

I had then been kept waiting a while and eventually sat up because I just wanted to go home, I felt horrible being in that room on my own feeling anxious, not knowing what was going on, wondering if I had been forgotten and no one talking to me. I know that an endoscopy doesn’t take very long so I couldn’t understand what could be taking so long for the person in front of me.

I thought about leaving when finally, someone came in to get me. When I was taken in the room the doctor was very nice and asked how I was, I explained I was worried and confused about being left in that room for over an hour and a half by myself, they apologised and said that the computers had been causing a problem all day and that’s why everything was running late. I don’t understand why I was told two totally different reasons. After the endoscopy I was taken away and given a tea and a sandwich and got the impression that all the staff just wanted to go home because I was the last one and the person before me had been in for so long.

The whole experience was very scary, partly because I had an endoscopy and gastroscopy at this hospital several years ago in which my bowel and bladder were punctured. Because of this experience when I was being referred I asked the GP I was seeing if I could go elsewhere and explained why I didn’t want to go there. The GP said they would see what they could do and to go back in and speak to the receptionist on a specific day, which I did but the receptionist couldn’t help and didn’t know anything about it. I then got a call from the hospital giving me the appointment date and time and I said I’m sorry, but I don’t want to go there and I thought I was going somewhere else, they said why do you not want to come here? But I couldn’t explain everything to them like that over the phone. 

It feels like my GP forgot to look into things for me or just referred me there anyway, I don’t think they were empathetic at all and didn’t act with compassionate care. It’s difficult because I only ever see locums because my old practice closed, and we were all moved to a new one to see locums. After the endoscopy they said I should return to the referring GP but I’m worried about seeing this GP now.

I just felt like I had done something wrong and I’m really upset about the whole situation. I wanted to share my story because of the way I felt left waiting in that room. I really hope that someone reads this and can hopefully remind people not to leave people waiting and feeling like a burden. If staff had come in once or twice and being open and honest with me and explained the situation then I would have been okay waiting for so long. Even just popping your head around the corner and explaining the situation quickly would have made a massive difference and being hugely reassuring. I don't know what to do next as I'm worried about seeing my GP.