"disappointing"

Dear Disillusioned

Thank you for taking the time to share your disappointment with the way you feel you were treated and my apologies for the delay in responding to you.

We do appreciate how difficult it can be for some patients coming into hospital and we do try to make it as welcoming as possible by not only having paid staff but volunteers available in the reception areas to welcome patients. Many of the volunteers are current or previous patients of the Trust and can empathise about how it feels to come into such a large imposing building when you feel ill and vulnerable.

I have also now heard back from the specialist nurse who has asked me to share her response with you:

“We are very sorry to hear that you found the information provided overwhelming. This is never our intention. However, there is a lot of very important information that needs to be shared with you following a diagnosis. We know from research that patients only hear a small percentage of what is said to them once they have been given a diagnosis and so we aim to provide you with written information that you can take home and digest in your own time. Please use the telephone number provided to you by the urology team should you need to discuss your care further”

Thank you again for your comments which have been shared with the department and I know they appreciated your feedback and were concerned about how you felt during your visit.

Regards

Patient Experience Team