"No faith or confidence"

About: University Hospital Monklands / Urology (Ward 6)

(as a service user),

Urology Department - BMI Ross Hall

After being diagnosed with a renal angiomyolipoma by private CT scan I was called by my consultant who informed me I had been referred for an embolisation due to haematuria.  I asked how long I could expect to wait as I am experiencing a lot of pain.  Bizarrely, the consultant said I was not in pain from the tumour, which was referred to as 'your fat lump' and very rudely said I should go to the doctor if I was having pain so it could be investigated.  Incredulous. 

I complained to Patient Affairs about the whole situation and having heard nothing from them nearly three weeks later, I called them.  They claimed to not have received my e-mail, it had strangely gone missing in transmission.  I forwarded the complaint again and called the X-Ray department to enquire about my position on the waiting list (which at the beginning of the month had been a 7 week wait) only to be told I wasn't on a waiting list for the embolisation procedure as my consultant had only sent a request to them after being informed of my complaint.

I then find out that I was referred, but to a different hospital, for an embolisation and that this request was then 'put on hold', by whom, I don't know.  My consultant requested another CT - more radiation - and another 8 week wait. I have not been informed of any of this. I was waiting to have an embolisation carried out within the next 3/4 week, or so I thought.  I have put in two separate complaints and am awaiting response.

Meanwhile I am in extreme pain, it is growing in intensity and frequency, the haematuria continues and my consultant doesn't seem to believe I have pain and my treatment has been significantly delayed.  Absolutely shocking.  I wonder who will be accountable if my tumour ruptures, which it could well do.  I have no faith or confidence.

Responses

Response from Lynn McTavish, Assistant Surgical Service Manager, University Hospital Monklands, NHS Lanarkshire 10 months ago
Lynn McTavish
Assistant Surgical Service Manager, University Hospital Monklands,
NHS Lanarkshire
Submitted on 19/11/2019 at 16:44
Published on Care Opinion at 16:44


picture of Lynn McTavish

Dear K-23

I am sorry to read about your concerns regarding your experience of the Urology service in Lanarkshire. It is clear from your post that you are very worried and anxious regarding the pain that you are experiencing and the plan to deal with your urological problem.

You mention in your post that you have been dealing with the Patient Affairs Department and have submitted two complaints to which you have yet to receive a response. I think the best way forward would be for you to give the Patient Affairs Team at University Hospital Monklands a call on 01236 748748 x3065 to find out what is happening with your complaints and what progress has been made with the concerns you have raised and your treatment plan.

Kind Regards

Lynn McTavish

  • K-23 doesn't think this response is helpful
    {{helpful}} other {{helpful == 1 ? "person thinks" : "people think"}} it is helpful

Update posted by K-23 (a service user)

I think that I should be kept informed of the progress of my complaint. I've received no response from monklands patient affairs and no response to the escalation of my complaint. It feels like a waste of time.

Response from Lynn McTavish, Assistant Surgical Service Manager, University Hospital Monklands, NHS Lanarkshire 10 months ago
Lynn McTavish
Assistant Surgical Service Manager, University Hospital Monklands,
NHS Lanarkshire
Submitted on 20/11/2019 at 09:56
Published on Care Opinion at 09:56


picture of Lynn McTavish

Dear K-23

As Care Opinion is anonymous I am unable to ask Patient Affairs to contact you directly and had suggested that you give the Team a call to get an update.

If you would prefer me to arrange for the Team to call you I am happy to do so but will need your name, date of birth and contact details please. If you can email these to me at lynn.mctavish2@lanarkshire.scot.nhs.uk I will pick this up with our Patient Affairs Team and ask them to get in touch with you as soon as possible.

Best Wishes

Lynn McTavish

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Melanie MacLean, Patient Affairs Manager, University Hospital Monklands, NHS Lanarkshire 10 months ago
Melanie MacLean
Patient Affairs Manager, University Hospital Monklands,
NHS Lanarkshire
Submitted on 20/11/2019 at 10:47
Published on Care Opinion at 16:20


picture of Melanie MacLean

Dear K-23

I would be grateful if you could contact me directly on 01236 713065 to discuss this matter in more detail.

Kind regards

Melanie MacLean

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k

Keyboard Shortcuts

Navigation
Shortcut Help ?
Go to Home g + h
Go to Tell Your Story g + t
Go to About Us g + a
Actions
Focus Search Box /