"Unhelpful and uncaring"

Thank you for taking the time to share your feedback about your recent experience of care. We are really sorry to read about your experiences and that you felt that staff were dismissive, rude and unhelpful. We are also sorry to read that your questions weren't answered. We are glad that you had a good experience with your consultant, but are sorry that this was not the case across all staff groups.

We have shared your feedback with the Urology team, who have advised that this has been shared with the nursing staff for reflection and learning- it has been discussed at the morning huddle in urology outpatients so that the team are aware and can ensure they learn from this. It has also been shared with the Service Manager so that this can be highlighted among admin and clerical staff (including receptionists) at a team briefing to address this feedback.

If you would like us to investigate this matter for you and provide you with further information specific to your experience, please contact our PALS team on 0114 271 2400 or by emailing sth.pals@nhs.net. The PALS team will ask you to share some personal details in order for us to investigate this matter for you.

Once again we are really sorry about your experience, and would like to take this opportunity to wish you all the best with any ongoing care.