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"Completely dysfunctional trust"

About: Liverpool Womens Hospital

Gynaecology care here revolting. Ask GP to send you literally anywhere else.

Been for colposcopy twice- despite signing in twice before you can go into the room for procedure, you get greeted on the door to the procedure room by an HCA standing like a bouncer barring you entry. Not allowed in until give name and DOB again. Don't know who all these folk are who are lying their way to a colposcopy they don't need to warrant this hostility. Have to give name and DOB again to nurse once in room. Room is massive, not what you want for intimate procedure. Nurse doesn't even look at you throughout, and two extra staff in there gawping at you- surely one would do to improve privacy?!

Also saw gynae as outpatient for an abnormality on US. Despite GP referral, you then get a letter saying if you want an appointment you have to phone to get on the list- unecessary step designed only to shorten waiting lists by not giving appointments to people who don't phone- will discriminate against those with high deprivation. I phoned to get appointment- Not seen for 10 months! I phoned secretaries, stating that obv there could be nothing sinister or I wouldn't have waited 10months for new patient appointment but told this wasn't the case. Also Told them I'd seen Hewitt infertility centre in meantime also so did I really need this appointment? They said yes I needed it. At the appointment the consultant was annoyed I was there, said 'i don't know why you've come here when you're under the Hewitt centre'. Gynae can't see any tests Hewitt have done despite them being the same trust.

Oh, and when I requested a copy of my results they sent me someone else's. Major breach of confidentiality but when I raised it through PALs the Women's told me they weren't concerned as it wasn't a 'recurring issue'.

Every inch of this place just seems flawed at the very basic levels. Everything outsourced and fragmented, and staff employed on the strength of their lack of compassion

The pharmacy team are absolutely lovely though, and their processes are so effective and patient-friendly to get your meds to you and give you information about them.

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Responses

Response from Liverpool Women's NHS Foundation Trust 3 months ago
Submitted on 16/08/2021 at 13:44
Published on Care Opinion at 13:44


Thank you sincerely for taking the time to share your feedback.

We would like to firstly apologise that your experience has not been to the standard we continually strive to deliver. We would like to share that we are passionate about responding to our patient's feedback and utilise it to learn and improve services across the division. Your feedback will be shared with clinical staff, and they will be asked to reflect upon the behaviours and attitudes you experienced. We would like to share that any issues raised regarding Kindness, Dignity and compassion are of paramount importance to us particularly if this relates to changes, we can make environmentally to ensure this is maintained we will do so. With regards to the issue of confidential patient information again I would like to reassure that any breaches in Information Governance are thoroughly investigated to identify the root cause so that this does not occur again.

Again I want to sincerely apologise that the negative experience that you received, If you would like to discuss your experience further with me, please contact our Patient Experience Team who can arrange suitable time for us both. They can be contacted on 0151 702 4353 or via email PALS@lwh.nhs.uk

Regards

Rebecca Holland

Gynaecology Matron

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