"Slightly dissatisfied with outpatients appointment"

About: Royal Bournemouth General Hospital

I am unfortunately dissatisfied with the outpatient appointment to follow up on continued right flank pain and discuss management of kidney stones I did not feel I was listened to with my issues on my health. I felt that they had their decision of condition and treatment without listening to my comments and issues. I tried to explain how I have been in constant discomfort to varying degrees of pains since mid January and I needed to get it resolved. I feel I am am being left to rot as they do not believe I should be in pain with the condition of kidney stones I am awaiting a further ct scan which I hope will lead to help.

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Response from Royal Bournemouth General Hospital

Dear Ms Chisham Thank you for your posted comment, I would ask that given the gravity of the comments you make that you provide me a few days to answer your comment more fully when I have had a chance to talk to the Outpatient Department Manager, if however you need to speak to someone before then please contact our Patient Advice and Liaison Service (PALS) on 01202 704886 who would be happy to take your call. Regards Sue Mellor Head of Patient Engagement

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Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear Ms Chisham

Thank you for your patience while I contacted the clinical lead for the outpatient department. She has now reviewed your notes with the specialist you saw during your appointment.

Firstly she would like to apologise that your appointment with the Urology Specialist Surgeon left you dissatisfied.

The Dr acknowledged that you were in significant pain affecting your day to day life and in view of this organised a further CT scan to ascertain whether further intervention would be appropriate. The specialist was also able to offer you some lifestyle and dietary advice in the clinic, which may help with your symptoms and he will keep your GP informed of your progress once he has the results of the CT scan.

Diane Potter, the clinical lead for outpatients, would be more than happy to meet with you and discuss further should you feel that would be helpful. She has also spoken with the Urology consultant who will see you personally at your next clinic appointment to make sure your concerns are addressed fully.

You can get in touch with Diane Potter through our Patient Advice and Liaison Service (PALs) on 01202 704886

I hope this reassures you that your comments are considered important to us and we take all feedback seriously and act as swiftly as possible to resolve any concerns our patients have.


Sue Mellor

Head of Patient Engagement

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