"Impossible to communicate with urology department"

About: Southmead Hospital / Urology

(as the patient),

I'm a single father of three children. I have an enlarged prostate. The impact on my daily life (sleep deprivation, tension and anxieties) affects the whole household. Of course I have also have huge concerns about my prognosis in terms of future care and options.

This has been going on for some time - it was not diagnosed nor treated early on and the lack of overall care and "an overview" continued until I met the consultant in the final day of the BRI's existence in central Bristol. The prostrate was investigated and I was prescribed a drug which I have been taking since.

I was expected to return to the consultant three months after the interview at the new urology centre in south Bristol.

Appointment was altered and then a second interview arranged some time later. The consultant was new/young and had no notes to hand.

We agreed I would leave and another appointment be made - the consultant was going to talk to the original consultant directly who would be in within the hour. I'm still waiting some months for a letter/appointment but nothing has been sorted. clearly I also have fallen foul of the black hole in communication at Urology Bristol.

I have tried; my GP refers me back to the BRI. I've emailed the consultant. The secretaries are not available. I leave messages. This lack of response/loss notes/zero communication leaves me very insecure about any overall overview into my care now or in the present.

Needless to say as an unemployed full time Dad with small children the future is of very real concern not to just myself.

I'd like a swift response and assurances about my care under the NHS from someone who will provide me and my family with an overview and a special interest into my condition.

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Response from Steven Sykes, Advice & Complaints Team Manager, North Bristol NHS Trust

Dear Keckum - I am sorry that you have been experiencing problems contacting the Urology Department. I know that since the transfer of services from the BRI the new combined service as experienced problems with telephones and the volume of calls being made. I understand steps are in hand to resolve this situation and additional staff and resources are being employed to return the level of service to the standards we expect for our patients.

If you would like to contact us via complaints@nbt.nhs.uk with your details (date of birth and NHS number) we will arrange for someone from the service to contact you to resolve your problems.

Kind regards

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