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"Waste of time"

About: London North West University Healthcare NHS Trust

(as a service user),

I had a coil fitted at the HESA sexual health clinic in Hayes in January and as the doctor had trouble fitting it she was afraid it could be badly positioned so she referred me to an ultrasound to check the coil position.

When I got to the clinic for my appointment I was surprised to be talked to by a nurse and not the doctor who had done the fitting and requested the check up appointment (and was at the clinic on the day). the nurse did not know my case, had trouble accessing the ultrasound results as  did not know how to use the software and simply read to me the report sent by the ultrasound technician. They did not even read the all thing and did not see the actual scan pictures and did not explain anything to me or give extra information or advice. since visually checking for the coil's threads was useless (corect position already confirmed by the ultrasound), I was sent away right after reading me the ultrasound result: I wasted 2 hours in total commuting from work to the appointment and back for no medical care at all!

 if the sole purpose of the checkup was to communicate to me the result of the ultrasound I think this could have been done by phone, email or letter rather than wasting my time and taking up appointment time for other patients!!!

if there was meant to be actual support (asking about pain, period, health issues, concerns linked to the coil being fitted) and advice, as I would expect from a competent doctor then it was no existent for me...

the lack of support and total waste of my time made me very angry. i whish i could contact the doctor who fitted my coil to get the proper support and let the nurse know how i feel about this bad check up process.

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Responses

Response from Pamela Mellor, Patient Relations Manager, London North West University Healthcare NHS Trust 6 years ago
Pamela Mellor
Patient Relations Manager,
London North West University Healthcare NHS Trust
Submitted on 16/03/2018 at 16:12
Published on Care Opinion on 18/03/2018 at 11:45


Dear Madam

Thank you for sharing your experience with us and I am very sorry that you were unhappy with your recent appointment at the HESA clinic.

We would welcome the opportunity to discuss this with you and put you in contact with a member of the team managing this particular service. Please do therefore contact our PALS team at Ealing Hospital on 020 8967 5653, who will be happy to do this.

Thank you once again for taking the time to tell us about your experience

Kind regards


Peter Hare

Patient Liaison Manager

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Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust
Submitted on 19/03/2018 at 13:21
Published on Care Opinion at 14:19


Dear Morgane

I am sorry that you did not find this response helpful. Please do contact us via the PALS team on 020 8967 5653 or LNWH-tr.PALS@nhs.net so that we can investigate your concerns individually and put you in touch with the correct people. We cannot identify you from the website information.

Best wishes


Sue

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Update posted by morgane (a service user)

I am aware that you do not have my contact detail on this website as it is anonymous.

however, I already contacted LNWH-tr.PALS@nhs.net regarding a different issue also involving the HESA centre and did not receive any response...

as for your phone number, it is only open during my working hours so will make me waste even more time than I already have!

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust
Submitted on 20/03/2018 at 12:44
Published on Care Opinion at 12:44


Dear Morgane,

Could you please advise us of a good day and time that we could contact you or you contact us and then this can be arranged? Even if it is outside of normal working hours,

Best wishes,

Anjali Patel

Patient Experience Manager

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Update posted by morgane (a service user)

any day after 5pm is fine for me

in the meantime, you should not need my personal details to find out what the guidelines are for a routine procedure such as coil follow up is

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust
Submitted on 21/03/2018 at 18:10
Published on Care Opinion on 22/03/2018 at 14:16


Dear Morgane

Please can you send your contact details to the PALS team on 020 8967 5653 or LNWH-tr.PALS@nhs.net so that I can contact you after 5pm.

Thank you

Sue

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Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust
Submitted on 22/03/2018 at 14:23
Published on Care Opinion at 15:26


Dear Morgane

We have now found your contact details and the email which you sent to PALS. We are looking into your concerns and will be back in touch.

Best wishes

Sue

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Update posted by morgane (a service user)

the PALS team did finaly contact me and made the effort of doing so at a time that was convenient for me, so thank you that effort. But they did not discuss my case or give me any response or information regarding this issue...

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