"Not listened to"

About: Lincoln County Hospital

I've had a UTI for 3 years now and was referred to the urology dept. they did a cystoscopy which was normal. I was then called back to discuss this. Someone who I can only assume was a dr (he never said who he was, either by name or title) spoke to me for two minutes. He asked me my symptoms, I started telling him and he cut me off and told me I had an over active bladder. He never asked how many times a day I go to the loo and nor did I tell him. So no idea how he was able to diagnose that. He's completely wrong as I can easily go eight hours without going to the loo. Even the nurse afterwards when I told her what he'd said said it was a joke and I should get a second opinion. I've been back recently to my GP and asked to be referred to the Whittingdon hospital in London. Their urology dept has an excellent reputation and I have no faith in lincoln at all. I've been ill for years and on daily antibiotics all that time.

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Response from Sharon Kidd, Patient Experience and Engagement Manager, Patient Experience, United Lincolnshire Hospitals NHS Trust

picture of Sharon Kidd

Dear Anon

I am sorry to learn about your very unsatisfactory level of patient care that you have recently encountered within the Urology Department at Lincoln County Hospital and that you have had to resort to attending a hospital in London. We are about to launch the initiative "Hello my name is...." which will address the issue of clinicians and all other staff not introducing themselves. If you would like us to look into any of the issues you have raised then please contact our Patient Advice and Liaison Service either via email PALS@ulh.nhs.uk or directly on 01522 707071. They will be more than happy to listen and resolve your concerns.

Please be assured that I have passed your comments to the urology management team as I want to make them aware of your comments.

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Response from United Lincolnshire Hospitals NHS Trust

Dear Anon

I am very sorry to hear of your unfortunate experience when attending a urology outpatient appointment. I do not regard the level of communication, courtesy or professionalism that you experienced as acceptable.

I and my colleagues strive to establish good communication with patients and address their condition effectively and sympathetically and I believe we achieve this on the vast majority of occasions. It is clear, though, that on this occasion we failed. I will draw your comments to the attention of the entire department in the hope that whoever was responsible will learn from this and we as a team can strive to improve further the levels of care that we offer.

Mr Andrew Simpson

Clinical Director - General Surgery & Consultant Urologist

Lincoln County Hospital

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