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"No one communicates clearly"

About: Castle Hill Hospital / Urology

(as a service user),

I have had a very poor experience with the Urology department at Castle Hill. Trying to get answers from the department has been extremely difficult. There does not seem to be much matching up internally and often I feel I have been fobbed off. 

I have been waiting for a Ureteric Reimplantation since November 2020 after a stent failed to work. After being told I would need this major operation, I have heard nothing since January. I rang the waiting list to see where I was and they had no record of the operation being listed for me. I had been waiting to speak to my doctor about this in February 2021 but I was informed the clinic had been cancelled 5 minutes before it was to take place - annoying because i had written down what I wanted to say and had rearranged my plans. I have talked to GPs, secretaries and PALS but no one seems to be able to communicate clearly and have been in the dark for most of my time with my stents which I have had since May 2020 and cause me great pain. 

The last time I was able to speak to my consultant was February 2020. I have had a stent inside me since May 2020, and it has had a massive adverse affect on my mental health and quality of life because of the pain it causes me. I am now unemployed and I feel I cannot move on with my life until this is sorted. I realise there is a pandemic going on, but on the other hand I cannot stay quiet and just 'ride' this out as I have no idea when I can expect to hear from urology. Its been so poor from a communicative point of view. 

Responses

Response from Castle Hill Hospital 3 months ago
Castle Hill Hospital
Submitted on 11/02/2021 at 10:25
Published on nhs.uk at 10:40


Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience in urology. We will ensure your comments are shared with the urology team.

In order to address the concerns you have raised, we would like to invite you to contact our Patient Advice and Liaison Service (PALS) who will be able to take further details and advise accordingly. The PALS service can be contacted on:

• Telephone: (01482) 623065

• Email: pals@hey.nhs.uk

• Online: https://www.hey.nhs.uk/patients-and-visitors/feedback/

Thank you once again for taking the time to provide us with your views on local NHS services

Kind regards

Patient Experience Department

Hull University Teaching Hospitals NHS Trust

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