"Feeling shaken after undignified experience"

I just want to start by saying that the treatment I received from the healthcare professionals in the Outpatients department was wonderful; the nurses were empathetic and kind. However, leading up to my scan I had a very traumatic experience.

I was referred for a kidney ultrasound having suffered with symptoms of overactive bladder for years. My appointment was scheduled for 8.50am and I was instructed in my appointment letter to drink 2 pints of fluid an hour before. I drank slightly less (<1L) due my bladder issues.

I arrived promptly 15 mins ahead of my appointment and directed to the waiting area. By now my bladder was starting to feel uncomfortable but I was optimistic I would be seen soon as I was the only patient waiting. Unfortunately 8.50 came and went and I started to feel unbearable pressure. Around 9.05 I notified reception that I was in pain and asked how much longer I would need to wait. She said I'd be seen "soon". I asked if I could void a little urine and she said no and just to "hang on". I did so anyway as I was almost in tears at this point.

After a further 15 minutes of waiting (by now my appt was 30 mins overdue) I was in so much discomfort that I started crying and hyperventilating in the waiting area. Thankfully a cleaner noticed and notified a nurse, who took me into a private room and guided me through some breathing exercises. While this was happening I started wetting myself, which increased my distress. The nurse promptly brought me to the ultrasound room and was able to get me seen immediately. And while the treatment team who scanned me were wonderful, I was left feeling very upset and angry.

I understand that delays can be unavoidable, especially when appointments overrun, etc. But a 30+ minute wait for people who arrive with a full bladder and may be dealing with genitourinary issues is unacceptable; especially given how quiet the unit was when I arrived.

Please take my feedback into consideration, as I would hate for someone else to suffer the pain and humiliation that I experienced over what should have been a quick, routine appointment.