"Standard of care from NHS staff"

I am a disabled lady who has to use a wheelchair due to mobility issues and is bed bound most of the time

My GP suggested I needed an Endoscopy because had difficulty eating and was losing weight.

A month later I received a phone call to say an appointment had been booked for the procedure on that Sunday 3pm at Lincoln County Hospital. But I had to have a covid test before and that had to be done at Lincoln County Hospital, 40/45 minutes drive (90 min round trip)

My carer got me up,dressed and took me for the covid test at LCH (even though there was a testing station 3 minutes from my house). Told 2 days later I could go on Sunday – lady on phone very nice & helpful as I explained my difficulty around mobility, stability and generally poorly at that present time. I explained that as long as the wheelchair was close to the bed I could transfer from one to the other myself. She also to details of my husbands name and mobile number.

So on Sunday my husband gets me up and dressed for the appointment and travel to LCH, arriving at the Endoscopy Dept. at 2.40pm.

We rang the bell and waited outside.

A nurse came, opened the door, came out (didn't introduce themselves) abruptly said “Open your mouth and under your tongue” then put a thermometer in my mouth. Took the reading pushed me in.

I explained that I was not to good as I had had a fall the previous night and banged my head on a cardboard box. It had it had shook me up a bit but it was my body that was hurting not my head.

Nurse took me to the reception. I had to shout my name address etc to the receptionist as I was not allowed to go to the window. I was then “parked up” and told to wait till your called

Whilst waiting I could clearly hear the staff talking behind the closed door of the prep area to a patient being preprepared for the procedure. I could clearly her the patient's details etc – even above the sound of the TV in the reception area. This patient was then put in the waiting room

Thats when I could hear the staff discussing that fact that I had banged my head and that procedure could not take place. I was then pushed in to the prep room and a nurse informed me that the procedure was not going to take place because of the bang on the head I had told them about. I said that this is pathetic as my head was fine. They became agitated and because I was going to have a cannula in my hand and would be “out of it”. I said I wouldn't be “out of it” because I would have to be awake for the procedure. Another nurse came in behind my wheelchair, introduced themselves, but I couldnt hear them as they were behind me. They said that I should under stand why they don't want to do it. I said that my head was fine just the rest of my body that hurt. This nurse then said I could not have procedure until I had seen a medic. I said there must be a Doctor here but they said to get my GP out. I explained my GP wont come out and I am not waiting 3 hours in a wheelchair in A&E

Then they wheeled me out and I was surprised to see my husband waiting for me. I told him they wont do it because I banged my head. The nurse said to him “ Do you understand why we cant do the procedure?” He said “yes” and they promptly went back inside

From the very start of even getting in to the department were the staff were not friendly, caring, empathetic or concerned about patients confidentiality - qualities you would expect nurses to have

 Not once was I addressed by name or asked about my disability

The very next day I get a phone call to make another appointment! This person didn't even know that I could not have the procedure until I had seen a medic!

 I explained this to her, said goodbye and hung up.

She rang straight back insisting that an appointment needs to be made. I explained I couldn't see a medic but luckily my GP had arranged an appointment on Friday to follow up from my last visit.

I also explained my great reluctance to go to a department that treats patients with such disdain, lacks empathy, sympathy or even common courtesy.  

I do not wish these two nurses to have anything to do with my treatment and I will refuse my GP's advice about having this procedure done because of the events that happened

Communication in the department is extremely poor

The staff were turned out scruffy, one had a very crumpled scrubs with unkempt hair – not a good reflection on the LCH or NHS standards!

I do appreciate the hard work that the majority of the LCH & NHS staff do

I have worked with patients as a carer and fully understand the challenges that some patients can present but common courtesy, patience, time explaining, listening and understanding peoples frustrations should come before being abrupt.