"A big thank you to Endoscopy"

About: Wythenshawe Hospital

My experience of the Endoscopy ward yesterday was an extremely positive one. However, my one complaint was the terrifically long wait to be seen. I, along with several other patients, were kept waiting in the waiting room for 1.5 hours, without any explanation as to the reason for the delay. My appointment was at 2pm and I was finally called at 3:30pm.

We later found out the delay was due to an emergency case that had needed urgent attention. If this had been communicated to me, I wouldn’t have minded at all and it might have eased the wait.

Despite a less than positive start, my experience did improve when my name was finally called.

I was then taken into a room for an enema. The nurse carefully explained the procedure to me and kept me well informed about what was going to happen next. Despite it being an invasive procedure, the nurse did a wonderful job of putting me at ease, sparing all my embarrassment.

Following the enema, I was taken back to a different waiting room for around an hour before being taken to another room on the Endoscopy ward. Again, I felt nervous and embarrassed knowing that the next procedure was the Sigmoidoscopy (camera going into my rear passage). When I walked into the room, the 4 members of the team set about putting me at ease and calming my nerves straight away.

They were professional, sympathetic and showed real empathy. All my embarrassment faded away.

I was offered sedation or gas and air but I chose to have neither. I didn’t feel any pain, perhaps some discomfort when the camera was inserted. I was able to watch the camera on the monitor, which was investigating my bowels. The team explained what was happening. Six biopsies were taken, but I didn’t feel a thing – although I did choose to look away at this moment!

I really cannot thank the team enough.

After the procedure, I was taken to the recovery room, where I stayed for 20 minutes. I was impressed with the Dr and nurse there also, nothing was too much trouble. I was offered a drink at the end and they then called my wife on her mobile phone to let her know I would be out shortly. My wife had been in the waiting room since I had gone in at 3:30pm – it was now 7pm and a long wait.

After I came out, I was able to drive myself home (30 miles away) feeling ok, without pain or discomfort.

I hope my thanks and feedback will be passed along to the team and their management.

Story from NHS Choices

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Response from Wythenshawe Hospital

Thank you very much for taking the time to post your comments on this website.

I was sorry to learn that you were not made aware of the reasons why you had to wait for your procedure.

Thank you for your kind comments regarding the care and treatment you received during and after your procedure and I have passed these on to the staff involved in your care and the management team as I know they are always appreciative when they receive feeddback from a patient about their care.

The concerns regarding communication will be highlighted with the team as you correctly point out, when you are made aware of the reason for the delay this eased your concern.

Should you wish to discuss you experience further please contact the Patient Experience Team on 0161 291 5600.

Thank you

Janette Stroud

Patient Experience Manager

Unscheduled Care

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