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Poor aftercare

Posted By Suzqz34

"Poor aftercare"

About: NHS 24 / NHS 24 (111 service) Queen Margaret Hospital / Day Surgery Queen Margaret Hospital / Urology

(as the patient),

I recently had surgery to my enlarged prostate. All went well and gave the surgical unit 5 star review. Then it all went downhill, starting with the contact numbers I was given in the event I had problems.

1st number said I had to contact this number, who then said I had to contact another number, who then said I had to contact a district nurse, a complete runaround to no joy either way.

I eventually went back to surgical day unit and they sent me to urology department, who then said couldn’t see me back to surgical day unit and a nurse checked me but had the feeling they weren't interested.

2nd incident was after catheter was removed a few days later I needed help, I phoned 111,45 minutes later got a nurse who said if symptoms persist phone your doctor Monday (3 days later). It did get worse and lo and behold had a urine infection.

A little help in the early stages would have went a long way to helping me.

Treatment

Treatment


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Responses

Response from Jacqueline Stecka, Senior Charge Nurse, Urology DTC, NHS Fife last month
Jacqueline Stecka
Senior Charge Nurse, Urology DTC,
NHS Fife

Submitted on 27/02/2025 at 16:20
Published on Care Opinion at 16:20

Dear Suzqz34

My name is Jackie Stecka and I am the Senior Charge Nurse for Urology Diagnostic & Treatment Centre.

I am sorry to hear about the difficulties you encountered following your procedure when trying to seek some help and advice.

I wonder if you would kindly give me a call to discuss further? My contact number is 01592 643355 ext 21536.

Kind regards

Jackie

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Jacqueline Stecka, Senior Charge Nurse, Urology DTC, NHS Fife last month
Jacqueline Stecka
Senior Charge Nurse, Urology DTC,
NHS Fife

Submitted on 28/02/2025 at 13:20
Published on Care Opinion at 13:20

Dear Suzqz34

Thank you for responding to my request to give me a call to discuss your feedback. It was really good to hear your take on recent events.

Following on from our discussion, we will review the processes on point of contacts following procedures, to ensure there is clarity on what the most suitable pathways are for addressing any post operative issues.

We have also arranged for you to attend an appointment to see one of our specialist nurses for further review to help optimise your recovery period.

Your feedback is very helpful in ensuring we can provide the most appropriate person-centred care for post operative procedures, thank you for sharing your story.

Best wishes

Jackie

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Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 last month
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24

Submitted on 04/03/2025 at 14:25
Published on Care Opinion at 14:25

Dear Suzqz34

Thank you for sharing your story on Care Opinion, I was sorry to learn you had cause to contact the 111 service following your recent surgery, and I do hope you are now recovering well.

I reply on behalf of NHS 24. I note your comment regarding the wait time to access the 111 service, please accept our apologies for this. We are aware that, at times, due to high demand, wait times to access our service are longer than we would like. Please be assured that we are working hard to improve this and it remains a top priority.

If you would like us to review your contact with the 111 service in more detail please contact me at Patient.Experience@nhs24.scot.nhs.uk, including your Care Opinion username and I would be happy to arrange a review.

Thank you once again for sharing your experience.

Best Wishes

Laura

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