"Urology Admin Staff"

In April 2024 my Oncologist (for another cancer) referred me to Urology for investigation.  At the time I was advised that the referral would be marked urgent. Within a couple of weeks I was seen by an extremely supportive and helpful Urologist/Consultant.  

After a cystoscopy, they determined I was to receive surgery within 5-7 weeks.  12 weeks passed and I telephoned the Consultants admin to enquire about the delay, given the urgency. I found the staff member to be less than helpful, encouraging nor supportive. I felt they dismissing my case as a routine appt. The call ended leaving me feeling helpless, vulnerable, fearful and anxious.  

Mid February this year, I chased up my ‘urgent’ marked surgery with the same staff member and I was spoken to in an appalling manner.  I was told by them that all they could do was ask the consultant to call me but, they were not confident the consultant would call me.  

I received a return call within 10 minutes from the Consultant and I received my much needed surgery at the end of March, 2025.  Whilst awaiting going to theatre I had a read of my notes, and found that my Urologist had indeed marked my surgery as ‘Urgent’…and not ‘routine’ as the admin staff suggested.  

I do feel that this member of the admin team personally went beyond their boundary of knowledge, expertise and remit in determining whether my surgery booking was to be treated as urgent or routine.  I repeatedly feel in the past 3 years that the administrative function (Secretaries and Admin/Appointments Staff) are failing the NHS Scotland.  

I have found the clinicians are excellent and provide a first class service.  I feel the administrative staff need re-training in every aspect of their role.