"A&E, Urology & Patient Support are all failing"

About: Southampton General Hospital

In the last 6 months I have presented with urinary retention 3 times. The first time, April, I had decent care and I was eventually able to drain. My consultant took his sweet time with booking me for a catheter change (I have an indwelling catheter) so I had to go to A&E after the catheter burst. Instead of paging Urology your staff decided to let some junior doctors, with absolutely no experience with a mitrofanoff stoma, try and insert a new catheter. It took nearly 10hrs for your staff to actually get the job done. I tried ringing 023 8120 6325 and left a couple messages, no one ever rang back - I wanted to discuss my consultant. October I went in for a catheter change, the consultant was awol, so I was under the care of a Registrar who had never dealt with someone like me. It's a sad situation when the patient needs to instruct the doctor on the procedure needed. 5 weeks later I was in A&E again and it took you 6hrs to get me moved from A&E to Acute Surgical and another 3hrs to actually get taken care of .. it was close to 10hrs that I was unable to drain my bladder whilst under your care, not counting how long it was whilst at home before coming in. Now I'm told that I need to wait to for my next catheter change . .it is to be changed every 8 weeks, which makes that January 3rd .. sadly I think I will be in A&E again due to the consultant's secretary's lack of concern or the potential consequences for me. I am very dissatisfied with the consultant, the urology secretary and Patient Support.

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Response from Southampton General Hospital

Thank you for your feedback and I am very sorry to read of your poor experience. I am also sorry that you had no repsonse from the patient support service in response to your messages. I am unable to ascertain the reason for this as all calls are normally returned. If you would like further help and support with your concerns, please do contact the service again or you are able to e mail them : patientsupportservices@uhs.nhs.uk

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