Care Opinion

Poor communication

Posted By dhd89

"Poor communication"

About: University Hospital Ayr / Urology

(as the patient),

I was told by my care team that they didnt want me to go through another operation and they put me straight on to BCG treatment.

Imagine my shock when I later found out that the operation involved was to remove my bladder - but the way it was put via a phone call I thought it was a TURBT they were talking about. Pity the full truth wasn't clear, then I could relate to this bladder cancer better.

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Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 2 months ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 14/01/2025 at 16:20
Published on Care Opinion at 16:20

picture of Pamela Gibson

Dear dhd89

Thank you for taking the time to share feedback on your healthcare experience with us via Care Opinion.

I am very sorry to read about the communication issues you have highlighted, please be assured that this is not the person centred care that we aim to provide. I will share your feedback with the Service so they can reflect and learn from your experience

Unfortunately, it is difficult for us to look into specific issues raised in this way as Care Opinion is completely anonymous. If you would find it helpful though, we would be happy to look into this in more detail for you. You can leave your contact details on 01292 513942 (voicemail) and I will call you back or via email at aa.patientexperienceteam@aapct.scot.nhs.uk

I hope to hear from you.

Kind regards

Pamela

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Response from Lillian White, Urology Oncology Lead Clinical Nurse Specialist, Ballochmyle Suite, University Hospital Ayr, NHS Ayrshire & Arran 2 months ago
Lillian White
Urology Oncology Lead Clinical Nurse Specialist, Ballochmyle Suite, University Hospital Ayr,
NHS Ayrshire & Arran

Submitted on 14/01/2025 at 18:23
Published on Care Opinion on 15/01/2025 at 07:49

picture of Lillian White

Thank you for taking the time to leave some feedback. I am very sorry that the communication was less than you would expect. As the manager of this service, I recognise the importance of effective communication and promote this within my team. I would like to offer you the opportunity to discuss your concerns and any aspect of your diagnosis or treatment plan.

Your feedback is important to the team, this will allow us to reflect and learn from your experience.

Once again, I am very sorry this has been your experience. Please get in touch on 01292 614765 to arrange a mutually suitable time to discuss your specific concerns.

best wishes

Lillian

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