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Waiting room experience

Posted By izarse43

"Waiting room experience"

About: Royal Cornwall Hospital (Treliske) / Urology

(as a service user),

I had a member of staff discuss a personal procedure (flexible cystoscopy) in a waiting room with other people setting across from me. I feel confidentiality was breeched and it was embarrassing to have everyone else informed about my procedure, my bladder, my vagina ect. This could have been done in a private area. Not without member of the public staring at me and listening in.  

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Responses

Response from Kate Locke, Urology Service Manager, Urology, Royal Cornwall Hospitals NHS Trust 3 years ago
Kate Locke
Urology Service Manager, Urology,
Royal Cornwall Hospitals NHS Trust

Submitted on 02/03/2021 at 10:03
Published on Care Opinion at 10:03

Dear izarse43

Thank you for your valuable feedback.

It's extremely disappointing to hear that this happened. I have discussed this with the clinic team who are mortified that they have made you feel this way and are looking at their internal processes to ensure this does not happen in the future. I agree it is inappropriate to be having these types of conversation within a waiting area and should have been avoidable. I would encourage you to get in touch via our RCHT patient experience team (rcht.patientexperience@nhs.net 01872 252793) so that we can discuss in more detail and I can investigate why this has happened.

Your privacy and dignity is extremely important to us, so I sincerely apologise that this was breeched. I hope that you will be in touch.

Best wishes

Kate

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