" No communication, and no care if your in pain"

About: Southmead Hospital / General surgery

(as a relative),

My husband had his kidney stone removed last year which was 15mm large and it took a long time to get the appointment and trying to get an op date. I had to do lot of chasing up. We had pain management visits to u ward and then sent home again. My husband was on all the meds you can have to try and stop the pain but it was getting worse.

That was in May last year. Now it's all started again and my husband's pain started again in November last year and now we are still waiting on news about what's going to happen next. In the meantime he is back on meds and the pain is getting worse.

Still no news. We ring up but we have to wait for the surgeon to see his notes which must be on the other side of the world because it has been over a month now since he had a urogram. He is getting depressed and said he would take knife to his side and do it himself.

Also they don't take into consideration that people have jobs and don't get sick pay. I tried to bring forward an appointment which is in March just to speak to the consultant. I was told by the appointments clerk this morning that she can't bring the appointment forward and I have to speak to the secretary. She seems to be getting shirty with us. She obviously doesn't know what pain is like, lucky her.

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Response from Steven Sykes, Advice & Complaints Team Manager, North Bristol NHS Trust

Dear Unhappy66 – I am sorry your husband had a poor experience at Southmead Hospital last year and that his pain took time to be resolved. I also regret that he is again in pain. Regrettably demand for the urology service is such that it is difficult to change appointment, and any change would need to be made on the basis of clinical need.

I also apologise for the attitude of the receptionist, the approach and the as this level of service you describe fall well below the expectations of the Trust.

While the Complaints Team are unable to influence an appointment date I would be happy to look into the circumstances of your husband’s care in more detail if you could provided me with his consent and personal details. To do this please use the link provided below.


In the meantime I hope your husband’s circumstances have improved and that he has now been provided with an appointment date.

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