"On going reflux,Dysphagia"

About: General practices in Lanarkshire University Hospital Wishaw / Day Surgery

(as the patient),

At the end of August I had an appointment at Wishaw general hospital,for a Endoscope./day surgery. All staff I seen or spoke to were friendly and welcoming.They took four biopsies.I was told on day of this examination, I had a Hiatus Hernia. Yes I've heard of this, but don't know what it means for me. I was told  that my results would be with my own GP by  the following Thursday.

I got no where with Highmill Medical Centre as phone lines were either busy or no one answered. This was the same again the following day, so had to wait until after week-end to try again, this left me feeling very upset anxious and angry. I phoned surgery on the Monday, after the 4th attempt. I got through. Only to be told there was nothing there from biopsy results as of yet. I tried to explain, but felt was getting no where.I also asked to have a consultation with my doctor,only to be told i would need to phone back on the Tuesday as her surgery is a Wednesday,Thursday. I don't really understand why I couldn't get appointment as I was on phone now. So yet again I was  left feeling like I was hurried and angry. I felt disrespected, a disregarded piece of rubbish and that all I am is a number.

I also asked for my repeat prescription.To which the receptionist said that I wasn't due them until later in the month. I explained that I need a particular these tablet that I take twice daily, every day to be exact. She than asked who authorised this. I Stated my doctor in that it should be in my notes. Her reply was it will need to be seen/signed by doctor. 3 times she said ok is that you.  I felt this was very disrespectful, you would think I was asking them for the world.There is no empathy or willingness to help, just the feeling of come on hurry up.

I called back the following day, I got a answer in few tries. To be told there was nothing for Wednesday clinic and the doctors Thursday clinic would not be running, instead they would be having a Friday Clinic. I was then told if i want I can phone back in  the next day and see if I can get a consultation for Friday. I have now got a phone consultation with another doctor, but I' am so angry,frustrated and anxious. What do I need to do for me to see or speak to my doctor.I have had these re-flux symptoms for at lest 8 year, may even be longer.  I need answers as to what do I do now. I feel I'am getting tablets for this that don't work.and nobody is listening.I feel that I'am a decent human being and deserve to be treated like one. Yes, I acknowledge times are hard at moment.but we all have to keep going, be respectful and be treated right no matter who,or what you do or are.

I have Barrett's Esophagus mucosa and  a hiatus hernia as well as non-erosive gastritis and still awaiting pathology results .This all matters to me and I want to be acknowledged. This is my body, I need answers.This just didn't happen over night.


Response from Lynne Linden, Charge Nurse, Day Surgery / Endoscopy, University Hospital Wishaw last week
Lynne Linden
Charge Nurse, Day Surgery / Endoscopy,
University Hospital Wishaw
Submitted on 21/09/2020 at 12:53
Published on Care Opinion at 12:53

picture of Lynne Linden

Dear Madcat, thank you for taking the time to post your feedback on Care Opinion regarding your recent procedure in Endoscopy at Wishaw. Apologies that it has taken me so long to reply to you.

I am pleased to hear that you found our team to be friendly and welcoming and I hope this helped to make your experience less stressful.

I see that you were told you had a Hiatus Hernia and I’m sorry if we didn’t offer you a leaflet to explain this. If you would like a leaflet I can post one to you – just call 01698 366280 and ask for Lynne.

Kind regards, Lynne.

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Response from Lesley Mallon, Quality Improvement Co-Ordinator, NHS Lanarkshire Headquarters, NHS Lanarkshire last week
Lesley Mallon
Quality Improvement Co-Ordinator, NHS Lanarkshire Headquarters,
NHS Lanarkshire
Submitted on 21/09/2020 at 14:30
Published on Care Opinion at 14:30

picture of Lesley Mallon

Dear Madcat

Thank you so much for sharing your feedback on Care Opinion. I was sorry to read of the difficulties you have experienced in trying to arrange a consultation with your GP. I can certainly appreciate how frustrating this can be.

GP's are independent contractors and are responsible for investigating and responding to any concerns a person may have about their service; they are not registered to respond directly to feedback through Care Opinion. I'd invite you to contact the Practice Manager if you'd like a direct response about the service you experienced.

Kind regards.


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