Urogynaecological conditions: prolapse, bladder and pelvic floor problems

Navigating and using healthcare

This section covers:

  • Seeing healthcare professionals
  • Booking appointments and waits
  • Navigating healthcare services

People we talked to often expressed appreciation for healthcare professionals and the NHS, but experiences varied and finding a way around healthcare services could be a particular challenge. It could be confusing and frustrating to feel that nothing was happening or that you were just going around in circles, and hard to make sense of the structure of healthcare services which could vary from place to place. 

 

Beth described feeling “lonely” and feeling like “no one really has your back” when navigating her way through urogynaecology healthcare. [Spoken by an actor]

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Beth described feeling “lonely” and feeling like “no one really has your back” when navigating her way through urogynaecology healthcare. [Spoken by an actor]

Age at interview: 30
Sex: Female
Condition: pelvic organ prolapse
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So, I’m still trying to get an appointment with a consultant urogynaecologist who will do scanning on me. So, I have just a better idea of what’s going on, ‘cos I still feel a bit a bit lost a little. Although I’ve got a better idea, I still feel like you know, I’ve got this NHS appointment for a pessary fitting, but they only fit the ring, which I’ve been told is not very good if you have an avulsion. You need to have a cube pessary or something similar to that. But they just, when I spoke to the GP they said, “Oh no, we just don’t fit those. We just don’t have them. We only offer the ring.” So then, I don’t really know where to go from that. So, I need to find—so I feel like my experience with healthcare services so far with this condition has just been I’ve been trying to kind of navigate my way through it and drive forward [laughs]. And it’s been…yeah, quite lonely at times and been quite frustrating and if felt like no one really has your back and no one’s really looking out for you, you know, which has made something that’s been like quite traumatic and like difficult to deal with even harder. You know, harder than it needs to be, I felt.

 

 

Seeing healthcare professionals

Seeing a healthcare professional who seemed to listen and care was very important for most people. Mary X praised the urogynaecology nurses she has seen; Pauline described her nurses as “very caring” and “reassuring”. Vickie appreciated that her consultant would “hold my hand when I cried my eyes out and I think he absolutely recognised the impact it was having”. Melanie said her GP was “lovely” and had done more to help her with UTI problems than “probably most GPs” would.
 

 

Chloe’s urogynaecologist gave her “reassurance” and made her “a bit more hopeful about the future”.

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Chloe’s urogynaecologist gave her “reassurance” and made her “a bit more hopeful about the future”.

Age at interview: 29
Sex: Female
Conditions: urinary incontinence, pelvic organ prolapse
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And then finally I saw kind of urogynaecologist at the follow up clinic and she examined me and, you know, listened to everything from the start to the finish really, really wonderfully and yeah had the reassurance I got from like a whole group of like complete experts looking at things was really, really good. It was good to know that they all thought everything was normal and that gave me like a whole new sense of ‘Okay actually this is all manageable and I can deal with this and things are going the right way,’ so actually in some respects having lots of examinations and lots of people look at it gave me lots of reassurance and the confidence to kind of be a bit more hopeful about the future so I, yeah, yeah there are good and bad sides to having lots of people examine you.

 

 

Jordan has recently had a good healthcare experience around pronouns and not making assumptions about gender identity.

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Jordan has recently had a good healthcare experience around pronouns and not making assumptions about gender identity.

Age at interview: 31
Condition: recurrent UTI
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The thing that sort of strikes me is that I don’t feel like I’m necessarily straightforwardly trans as maybe the general narrative among healthcare professionals would suggest in so far as I have, oh I transitioned at the age of 15, pursued living as male for some years after that with hormone treatment and chest surgery and then had a sort of a, I guess reinterpretation of my gender identity and how I sort of identity and that kind of involved reappraising some of the trauma that I’d been through before and kind of coming to see it more as a sort of a dissociative thing, not necessary in a pathological sense but just in a kind of identifying as a plu-, in a sort of plural way, and, you know, and then feeling as though there are kind of both female parts and male parts to me.
 
So I feel like where some clinicians have sort of interacted with me I think sometimes there’s an assumption that I’ve straight forwardly, you know, transitioned to an opposite gender and that’s it which then can make interaction kind of, either somewhat limited in terms of like I feel like there’s only so much they can understand what kind of needs I have in a, you know, in a healthcare setting or, you know, it, it maybe doesn’t necessarily impact on the care per se but I just feel very awkward in the interaction you know, or feel as though I’m being placed in a certain role.
 
And assumptions are put on me that, you know, may not actually be true. And I think like my recent experience when I actually was admitted with the infection to the hospital was really positive because I, I was kind of able to have the chance to explain exactly how I identify and, you know, in in as much detail as I wanted to. The people that I spoke to were completely fine with that and, you know, didn’t kind of make any assumptions whatsoever so you know, in terms of when it came to what ward I would be put on I was kind of given the choice of either a male ward or a female ward. Whereas, you know, previously I’ve kind of had interactions where it’s assumed I would want a male ward when in fact I would prefer a female ward. So just kind, just kind of having interaction where people have listened and asked the question have been really good.
 

 


 
Sometimes it was difficult to build up a relationship with an individual healthcare professional. Continuity of care with a trusted professional was sometimes lacking and some found they saw a different doctor each time. Kezia, Elizabeth, and Fiona said it was hard to build understanding when you don’t see the same healthcare professional, and you are “forever having to repeat” things.
 
 

Jan finds it challenging to get appointments with the same GP every time.

Jan finds it challenging to get appointments with the same GP every time.

Age at interview: 66
Sex: Female
Conditions: pelvic organ prolapse, urinary urgency, urinary incontinence
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Going through the normal doctor’s appointment, I think one of the big problems with at the moment I moved up to a new city four years ago and I have never once seen the same doctor twice in my local doctors. They’ve got probably, I don’t know, six doctors, three women, three men and just trying to get an appointment nowadays is hard enough so then trying to find somebody that you get some sort of rapport with it just doesn’t happen because you just don’t get to see the same doctor more than sort of once at a time.


 
However, being reliant on one key individual could also be a problem, as Chelsea found when the only member of staff trained to do a particular treatment went on sick leave.
 
Some people told us that they had seen arrogant, rude or dismissive healthcare professionals. These experiences could be very off-putting and difficult to shake off. Jessy summed up how unsettling this could be, wondering will they “be receptive, or is he going to shoot me down?”
 
The thought of going back for another appointment with a rude or uninterested healthcare professional was very off-putting and could stop people from seeking medical help. This was the case for Cynthia. When she did return to ask for help, she felt scolded for not having come back sooner. Having an unpleasant interaction with a doctor led some to seek a second opinion or private care.
 
 

Jamie wants patients to know they can ask for a second opinion. She recognises that healthcare professionals sometimes make mistakes but being honest about it is important.

Jamie wants patients to know they can ask for a second opinion. She recognises that healthcare professionals sometimes make mistakes but being honest about it is important.

Age at interview: 48
Sex: Female
Conditions/symptoms: urinary incontinence, mesh complications
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Yeah, I think it could be helpful because I’m willing to fight for stuff and other people aren’t and they need to be aware of what their rights are. It’s like people don’t realise that the patient’s charter said you can get a second opinion, you don’t have to accept the first thing, the first surgeon says to you or the first doctor or nurse says to you, you can ask for someone else and a lot of people don’t realise that, you know and they have to realise also that they’re still people, they can make mistakes but it’s when that mistake is knowingly made that it becomes an issue.
 
Right.
 
But they’re still human, they’re not perfect, they’re not always all gonna get it right. This is why my surgery has not gone right because of the mesh because it wasn’t done right.

 

 

Amy saw an “unsympathetic” and unhelpful urogynaecologist. She asked to see someone else next time, but this didn’t happen. At the second appointment she felt that the specialist lacked knowledge about pessaries.

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Amy saw an “unsympathetic” and unhelpful urogynaecologist. She asked to see someone else next time, but this didn’t happen. At the second appointment she felt that the specialist lacked knowledge about pessaries.

Age at interview: 38
Sex: Female
Condition: pelvic organ prolapse
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I don’t think he checked me standing up, or on my side, ‘cos on your side is a good way to check. I think he just checked me on my back. He I mean he basically, he said to me, “Oh what you want to do is hang on in there for 15 years, and then have a hysterectomy.” And he actually said, “Hang on in there,” said, “Hang on in there for 15 years and then have a hysterectomy.” And I don’t even have a uterine prolapse. You know. I don’t even, in fact, and he didn’t like give any explanation, he was like, “Look, that’s the best thing for you to do.” And that’s, that’s the bit that stuck with me. I did ask about having Ehlers Danlos-, Danlos, or being hypermobile and he said he didn’t really know much about that.
 
And I remember, I also, I’d been thinking about doing, going back to doing like more Pilates and stuff there, and I remember he said he didn’t, he couldn’t advise on that either. He didn’t know anything about that. I think I actually contacted the physio again after that, and I might have asked her, and I think she said to me, she said that that would be fine so I did get her feedback on that. But I just thought he was a complete arse to be honest [laughs]. He was just very, I mean this is, I was sitting there telling him this has destroyed my life, and he was very unsympathetic.
 
[At the follow up appointment], I went in and it was bloody [urogynaecologist name], it was a waste of time. Like he just asked me questions. He asked me questions about my pessary. And he was like, “Oh I think I got more out of this than you did today.” And I was like well yeah, I took the morning off work to come and I was expecting to see the female urogynae, and I ended up seeing him and he just made some notes about my pessary, which was, might help other people, which is a good thing but it didn’t help me [laughs].

 


 
When treatments finished or did not work, some people we talked to felt unsure about next steps. Jan and Catherine had both improved from physiotherapy but, since these sessions ended, were unsure about where to go next. Sometimes healthcare professionals had told people to come back if they had any problems or if treatments didn’t help. But Eve worried about being “a bit of a nuisance” if she did go back, and Catherine felt it was “not necessarily that straightforward” to keep going back to her GP. 

Booking appointments and waits

Some people we talked to had difficulty making appointments or calling healthcare services with questions. Amy and Chelsea had both tried calling their hospital clinics several times but got no answer or call backs. Sian heard nothing about a follow-up appointment for a long time and eventually found out that her consultant had left the hospital and her case had not been passed over to anyone else. Chelsea can book bladder instillations (a procedure where the bladder is filled with a solution and then drained) every 6 months but if it has been longer than 6 months she has to get her GP to re-refer her, which is a “complete and utter nightmare”. 

 

Mehar has found it very stressful trying to get GP appointments since the Covid-19 pandemic caused changes to services.

Mehar has found it very stressful trying to get GP appointments since the Covid-19 pandemic caused changes to services.

Age at interview: 22
Sex: Female
Conditions: recurrent UTI, urinary incontinence
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Yeah I think so especially since Covid, trying to get through to your GP is becoming hell because they don’t, I don’t, I dunno about all GPs but my GP and I’ve heard other people mention this too but you have to call at 8am in the morning if you want an appointment and you can’t prebook appointments like you were able to and that’s really difficult because sometimes it’s hard to wake up that early or I’m just in pain and I can’t be bothered even if I need it, I just, you know, sitting on that line for hours. Sometimes you call and you’re like 15th in the queue and by the time they get to you it like, “No appointments left sorry.” It’s like, “Okay”. That’s why I tried to email, you know, I tried to email them saying, “This is my problem and I know it’s hard to get on the phone and you don’t have enough appointments and things, can you not read my email?” and then you’re like, “No please call us?” and I just repeat the same cycle because ‘How do I do that?’ you know, so I really do try sometimes. I know my GP, they want us to call at 8:30, sorry 8:29 so I just keep pressing the ring button until I get through to somebody. It’s just really stressful.

 

 

Jackie’s GP surgery asks patients to call first thing in the morning for an appointment. This is tricky for her because pain from both her mesh injury and fibromyalgia means she sleeps poorly and is exhausted in the mornings.

Jackie’s GP surgery asks patients to call first thing in the morning for an appointment. This is tricky for her because pain from both her mesh injury and fibromyalgia means she sleeps poorly and is exhausted in the mornings.

Age at interview: 65
Sex: Female
Conditions/symptoms: urinary incontinence, mesh complications
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I mean it’s very much, you know, I mean if I rang up and asked for a, I mean you’ve got to ring up at eight o’clock of a morning to get an appointment. Well, I’m sorry but I’ve been awake half the night in pain sweating, you know, I’m not, I’m not up at 8 o’clock in the morning, the mornings are my worst, absolute worst so invariably I don’t get an appointment. You know, I have had the odd appointment where I’ve broke down on the phone and she’s put me in with one of the nurse practitioners which I’m happy about and they’re very supportive but it’s almost like they, they don’t have a, a lot of understanding of the, of the fibromyalgia or, or the mesh problems. I don’t, I genuinely don’t think they have enough knowledge and that’s not being critical, I don’t think they have that knowledge. They don’t know what to do, they don’t know where to send you.
 

 

 

Anna describes the challenges she faced recently when trying to get treatment from her GPs and was told to call 111 instead.

Anna describes the challenges she faced recently when trying to get treatment from her GPs and was told to call 111 instead.

Age at interview: 28
Sex: Female
Condition: persistent UTI
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But, for example, the last time I had to get antibiotics before I had my self-start I, my GP practice you can’t call in to book an appointment, you have to fill in this e-consult thing.
 
So, I filled a e-consult one night and I said, “I’ve got a UTI,” and I explained to them, “I’ve got this long history of UTIs I need some antibiotics.” And I didn’t hear anything from them, so I rang, I rang someone the next day and I said, “it an urgent thing, do you want me to ring 111.” I said, “Well I don’t need to ring 111. I’ve got a UTI. Like I don’t-,” because to me I think maybe 111 is being used differently but to me that would be if it was more serious, so I said, “No I don’t, I just, I just need antibiotics, it’s not, you know, I don’t need to seek any further treatment.” They said, “No you will need to go because we don’t have any availability anyway for today.” So, I rang them, and they said, “Yeah you’ll need to be seen within two hours. Ring your GP back and ask them, you know, to arrange something for you.” So, I said that to them, and they said, “Okay the doctor will call you.” The doctor didn’t call me all that day. The next day and I called 111 and said, “I never heard anything back from them the day before.” and they said, “Okay, we’ll call your GP practice. You don’t need do anything, you’ll hear back from them.” So, the GP practice later that day eventually calls me back. Three days after I initially tried to seek treatment and they said, “Yeah you need to come in and provide a sample.” And I said, “I can’t come in and provide a sample, you know, I’ve got, I’ve got my children here. I don’t drive it’s very difficult for me to do that,” and they said, “No our doctors will not, will not prescribe any antibiotics without a sample.”
 

 


 
Talking about sensitive topics and symptoms could be uncomfortable especially if there was not a private space. This could be a concern when talking to pharmacists, with other patients/customers nearby, or when talking to GP receptionists. Jo, Elly and Jasmine said they found it embarrassing explaining their symptoms to the receptionist when asked why they needed an appointment.
 
 

Sharing details about personal health concerns with receptionists made Elly uncomfortable, especially as she sometimes saw them through her work.

Sharing details about personal health concerns with receptionists made Elly uncomfortable, especially as she sometimes saw them through her work.

Age at interview: 28
Sex: Female
Conditions: pelvic organ prolapse, stress urinary incontinence
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The only other thing I really had is when I called up my GP practice, I had a receptionist insist that she had to know what was my problem before she could get me an appointment with anyone. Now I understand that it’s important so they know maybe if you need to see a nurse or a doctor, but some things you don’t want to tell a receptionist who I might serve when I’m at work in the supermarket. That that to me, I’ve seen all of them coming after work, and served their shopping and they might now know it’s me on the phone but I know I’ve spoken to one of them and that’s uncomfortable. You know with your doctor you’ve got that private and confidentiality and I know you should as a receptionist but there’s that feeling of is there so much of that with them.

 

 

Jasmine learnt a useful approach for talking to receptionists about concerns like thrush and UTIs, by describing them in broad terms as gynaecological or women’s health problems.

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Jasmine learnt a useful approach for talking to receptionists about concerns like thrush and UTIs, by describing them in broad terms as gynaecological or women’s health problems.

Age at interview: 34
Sex: Female
Conditions: UTI, urinary incontinence
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I was always struggling like what to tell them like it’s just like because they ask, they always ask “Oh what’s the problem?” and said “Oh I have like problem it’s just like” “Oh so what’s exactly?” because they want to assess it like if it is something urgent but then I was really always, and then there this older British woman she told me just say I have a gynaecologist problem and that’s it, or woman problem and then I think she said especially if a man he should understand that this is like inappropriate question, I think they’re, I think like elderly women here they’re all like, I think they know better how to deal with the with the receptionist of them and he was polite the guy he never, just like yeah I think they dig through like oh what’s wrong with you and sometimes you’re just like a bit uncomfortable to tell I’m like I’m leaking or like I’m peeing on myself or yeah I’m itchy [laughs]. So yeah I think so yeah since then I just say “I have gynaecologist problem” or like “I have a woman problem” kind of talk and I think they respect this I would say, so I think just if you know like they, maybe the word that you can tell, the magic word to tell them and they can stop like interfering in your business, I think it’s fine.


 
For Alice, using self-check in systems when she arrived for an appointment was difficult because she has an eye sight condition. She worried about not checking in properly. The waiting room was a long way away from staff, and there was no one there to ask for reassurance that she hadn’t missed her appointment slot.
 
After long waits to see a healthcare professional, getting to an appointment could be a big moment. Beth said it was reassuring to a step closer to things hopefully getting better. Some found that once ‘in’ the system of a specialist department, their experiences were good and they had access to helpful information and treatments. Iris was pleased when her consultant told her that she could access another appointment without a re-referral from her GP. He told her how “the system worked so that I could decide and use it for my benefit”.
 
 

Although she had had to wait a long time, Rosie was pleased with how her appointment went with a specialist and the follow-up.

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Although she had had to wait a long time, Rosie was pleased with how her appointment went with a specialist and the follow-up.

Age at interview: 34
Sex: Female
Condition: urinary incontinence
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But once I got the referral yeah went up to the hospital and really quiet, like I was like, ‘why has it taken this long because there is no-one here at all?’ So again, middle of Covid so I was sat in a waiting room and then, yeah consultant came out, consultant and two nurses were in the room at the time. She was amazing, obviously knew exactly what she was talking about, really reassuring kind of brought in personal elements as well, like you know, she obviously had her own children in the last few years and kind of mentioned them and the experiences that she’d gone through which again is, you know, is reassuring that people are not just at work, you know, bringing that kind of personal element to it as well. I mean she may have been making it all up for all I know but it helped [laughs]. And really kind of gentle, listened, understood, did a referral which again, you know, when you because by then you feel a bit stupid because it’s a lot better than it was when you did the referral so especially at the minute, you don’t want to be wasting people’s time and I kind of was very open about that. I said, you know, “It is better, it’s still definitely not how it should be but-,” and she was really reassuring of that as well. Like, “No, you know, absolutely you should be here, you know, that’s fine.” Apologetic about the fact that it’d taken a little while and then also just the fact that there was a kind of next step I think is quite, just shows that you’re being taken seriously if that makes sense that, you know, they’re going to do something and you’re like, ‘Oh okay I haven’t made all this up’ [laughs]. And then, yeah, the physio appointment actually came through quite quickly after that so that was helpful because you’re kind of then like in the system. I feel like once you’re in the system it’s fine, it’s just getting into it.
 

 


 
Jessy, Minnie, Anna, Sarah, and others told us that it was often up to patients to follow up after appointments. Fiona understands that this might sometimes be because healthcare professionals are “overwhelmed” with the sheer number of patients. Elly said she was back and forth to the GP. Rebecca, who has chronic UTIs, didn’t “want to be that patient that’s always ringing up” but felt she had to, to make progress with her care. Iris explained, “if I feel like something is not right, I will keep going back to my healthcare provider and I will keep pushing”. Holly said, “I’ve had to be persistent; I’ve had to stand up for myself”. 

Navigating healthcare services

Fran and others had been to a number of different healthcare services about their symptoms. Sometimes this was useful for gathering information and options, but it could feel like just being passed from one person to the next without any help. It could be especially frustrating when there were long waits for appointments.
 

 

Penny is sympathetic to GPs but says that it’s essential that patients get the help they need and feel supported.

Penny is sympathetic to GPs but says that it’s essential that patients get the help they need and feel supported.

Age at interview: 66
Sex: Female
Conditions/symptoms: urinary incontinence, mesh complications
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It’s a hard, hard job. And they are just general practitioners. And they can’t have the knowledge for everything. I don’t envy them. We’ve had friends who have been GPs. The abuse they put up with from some people. And I think if they’ve had a couple of bad patients and then you walk in, they’re still carrying that with them, which doesn’t help you. But they are human. I think they’ve got a really tough time. They’re sat in that room on their own and nobody to talk to really. It’s not a job I think I would fancy. I admire them for doing it, but nonetheless we do all need to be looked at individually and treated as individuals and really listened to and referred on, if that’s what we think we need. I guess they’re great at giving you tests but then when the test doesn’t prove anything it tends to be dropped, unless you push for the next stage, which I don’t always do either. You just don’t get that.

 


 
Some felt that referrals and waiting lists for specialist services in secondary and tertiary care should be quicker and shorter. Others felt that they had moved too quickly through some services or ended up at services that they felt were not the right fit for them.
 
Vicky wished that she had stayed with her GP longer, rather than seeing a urogynaecologist, as she thinks her GP could have better identified the root cause of her bladder and urinary incontinence: “GPs come in for a lot of flak, I know, about menopause-related symptoms; my GPs have been excellent, they really have been good and it was purely by-, I’d like to think, mistake in a way that perhaps I was referred on when perhaps I didn’t need to be”. Amy, Phoebe, Jane and others felt that they had seen surgeons and had surgery suggested too quickly, without considering all of the options and working out their own preferences.
 
 

Leah feels that it required a “journey” to go through the different levels of care before she reached a specialist chronic UTI clinic.

Leah feels that it required a “journey” to go through the different levels of care before she reached a specialist chronic UTI clinic.

Age at interview: 34
Sex: Female
Conditions: recurrent UTI, chronic UTI
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I can’t really emphasise like the journey that I’ve been on and how I’ve been able to access different appointments is because of my ability to be able to navigate the system and to be persistent and say the right things. And I just know that it’s not the same for-. And also to be able to afford it for the first year, I was in a position where I could afford that private treatment. And what do you do if you don’t, you just suffer. There isn’t, there isn’t, you’ve got to wait. You know, to get, even to get referred to the NHS clinic, you have to get referred by a urologist. So, you have to get from your GP, you, you’ve got to get past your GP telling you that you’ve got nothing wrong with you because there’s a dipstick and a culture, and them saying to you, “It’s in your head.” You’ve got to get them to agree to refer you to a urologist. Urologist will then say, “Well before we do anything, we’ve got to do a cystoscopy and take you through a load of tests.” You’ve got to get through all of that, potentially they’re telling you “Well there’s nothing wrong with you.” Then you’ve got to get to the point with the urologist where you can persuade them to refer you into a specialist chronic UTI clinic. Then because there’s no funding for it and it’s such a tiny clinic in the country that you then have to wait nine months to get there.

 

 

Jacqueline describes the process of having a pessary inserted. She considered the process to be “painlessly intrusive”.

Jacqueline describes the process of having a pessary inserted. She considered the process to be “painlessly intrusive”.

Age at interview: 66
Sex: Female
Conditions: pelvic organ prolapse, urinary urgency
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So, yes, it’s a case of you know, lie back, open your legs. It’s just I assume they obviously squeeze it together so that it’s not just you know, try to insert a ring, but squeeze it slightly and obviously yes, it goes in. You’re asked to take a breath, but keep breathing deep breaths. I think the very first time I had it changed it was a case of, “Well have you done it then?” Because it was so…painlessly intrusive. It was you know, it was just incredible. But, yeah, you know, it’s uncomfortable. It’s not the nicest thing. But, equally, it does what I want it to do and you know, after the first one’s fitted they always advise to sort of go for a little walk, blah, blah, blah. Go to the loo. Walk around for half an hour just in case it’s not the right size. My first one did actually dislodge after 10 days, so I did go back and have a larger one fitted. But again, that was fine.

 


 
Healthcare services for urogynaecological symptoms could seem to be patchy, inconsistent, or unavailable. Whilst sometimes these services fit together and flowed well, people did not always find that this was the case. For Melanie, healthcare had been a “very long road of suffering”. Fran felt like she was going from “pillar to post”: “all they’re doing is pushing you from one department to another, wasting time, resources”. Some thought that problems were due to under-funding, for example Mehar said that “if the NHS had more money, I do believe they would do more than they’re currently doing”.
 
Laura, Felicity, and Leeanne, amongst others, felt that they themselves had to bridge gaps, for example, by organising and sharing information between different services and professionals. This could include trying both NHS and private routes at the same time, like Penny and Melanie.
 
 

Minnie was frustrated that the healthcare services which do her Botox bladder injections and the social care services which supply incontinence pads were not communicating with each other, leaving her “stuck” when symptoms worsened.

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Minnie was frustrated that the healthcare services which do her Botox bladder injections and the social care services which supply incontinence pads were not communicating with each other, leaving her “stuck” when symptoms worsened.

Sex: Female
Conditions: urinary incontinence, urinary urgency, urinary retention
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And what I don’t understand is-, what I did learn in this process was it’s a different Trust to the Botox hospital Trust, they all seem to run in different little pockets, or little autonomous groups. ‘Cos I couldn’t understand why the people who wanted this information couldn’t go directly to the Botox clinic, and get all the information of why they gave me that for all those years anyway. Nor could I understand why-, because it’s both ends of a medical problem, I get catheters because I can’t release all the urine, and this helps me that way, and at the other end because I can’t stop releasing the urine, because no Botox operations were being done due to Covid-19. I can’t get a preventative problem for that. And I, I’m, I just don’t understand it.
 
And it also means that when the lockdown is unlocked, I’m not going to be able to go anywhere without protection. And it’s going to be worse than being locked down because until I can get my Botox again, I’m stuck. Really stuck.

 


 
Laura was told at a private appointment that she might have endometriosis and ovarian cysts but there was no automatic entry into NHS services to follow up these concerns. This left her feeling that the NHS and private healthcare services and pathways were “disjointed”.
 
Leah and Clare worked in the NHS, and felt that knowing what to say to healthcare professionals and how healthcare services were set up had helped them to navigate their care. Leah worries for other people who may not be as knowledgeable about the system, as she has “struggled” despite working within the NHS.
 
Beth liked that her GP explained the stages of a referral and how she would hear about her appointment, which made the waiting process “easier”.
 
 

Vickie thinks more signposting about healthcare services, waiting lists, and possible treatments for prolapse would have been helpful early on.

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Vickie thinks more signposting about healthcare services, waiting lists, and possible treatments for prolapse would have been helpful early on.

Age at interview: 33
Sex: Female
Condition: pelvic organ prolapse
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And I remember explicitly asking-, and no one has a crystal ball, right, so it’s maybe a little bit unfair to call this out, but I remember saying, “What does treatment look like? Like will it lead to surgery? What-?” you know, there’s like a million questions at the time. And he [the GP] was like, “No. No, you won’t, you won’t need surgery, it’s-,” you know. And I think ‘Well I have needed surgery so don’t, don’t tell people and discredit’, and it’s not like a badge of victory. I’m not really chuffed that I had to have surgery, it’s been bloody hard. But my point is you’ve, you’ve put into my head that it’s-, or certainly I’ve processed it that way, that it’s nothing and I won’t need care and actually I have and it’s been a really bumpy road. And I think had I had a more appropriate maybe sensitive approach at that point that said-, you know, I mean they’re general practitioner right, the name is, the clue is in the name, they’re not experts and they’re not expected to be. But and they have ten minutes to get through some, through some potentially quite meaty things so I get it, I get it.
 
But I think, you know, changing the language around, “There are numerous treatments, once you see a gynaecologist, they’ll go through it but it could be a, b, c. we tend to start slow and move forward. It could just be that you need physio, possibly we could talk about pessaries,” you know, there’s all this-. I didn’t have any of that, it was off you go and then I didn’t hear anything for three weeks, so I rang the GP, and they were very much, ‘Well it’s with the hospital.” Like “What does that mean? Who do I ring?” “Well, you’ll have to ring gynae.” “Okay, do you have a name, a number?” “No, you’ll have to go on the website.” Okay so I’m on the website and again, I don’t necessarily expect that they should have a name and telephone number for every contact for every single thing that comes out of a GP surgery, again they are general practitioners, and they have a whole raft of healthcare issues that they need to, you know, manage, forward as appropriate. I get that, it’s not lost on me. And I get that the receptionist may not know my history and necessarily-, they may have adapted their approach had they known.
 
But again, you just feel like a nuisance and then you’re blindly on Google trying to work out where to go – this switchboard, that switchboard, you know. It’s a sensitive subject to talk about. You are in a post-natal bubble in my experience where hormones are flying everywhere and you haven’t slept and all that stuff and you feel-, it just takes a lot of energy when you don’t really have it. And really if someone had said, “We’ll chase that up for you,” or, “Actually the likelihood it’s a bit of a delay but don’t panic, they’ll ring you when they can” or whatever, they’re the sorts of things.

 


 
María and Jasmine, who are not originally from the UK, had faced challenges with language and communication when seeking healthcare. María wondered whether, as an international student, she might be seen as “transient” by her GP, and whether this would impact on her care.
 
Mehar, Parminder and Alice had other health conditions which meant that they saw several different healthcare professionals, even though the conditions were sometimes related or interacted in some way. Alice, who is registered blind and has a hearing impairment, has had “lifelong and complex medical conditions” related to her face, jaw and head. She says she has always been “in and out of hospital”, which meant that her incontinence symptoms were often overshadowed by other concerns. Parminder was seen at different hospitals for different conditions and felt frustrated that “the NHS doesn’t work” in a way where “teams [are] working together on me”.
 
 

Alice found that complex medical conditions like the ones she experiences “don’t quite fit” into the model of adult health services.

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Alice found that complex medical conditions like the ones she experiences “don’t quite fit” into the model of adult health services.

Age at interview: 28
Sex: Female
Conditions: overactive bladder syndrome, urinary urgency
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It goes back to the whole transition thing. As someone that works in the NHS and has been through the system all my life, it’s that children’s services are very much geared to children, and unfortunately-, I live in a location where there is a world-renowned children’s hospital, and adult hospital is very different. So people with long term complex medical conditions don’t quite fit into the adult service. You go to some clinics and the waiting room is full of old people. And I think ‘I know there’s younger people going to be affected by these conditions, but where are they? Where are the working age people?’ And it bothers me, it does bother me. I think a lot of the time, you know, as I say, a lot of the time incontinence and urogynae related conditions are associated with older populations. And that is terrible, okay, I guess they are maybe more affected but there are younger people out there. There are people of working age that have got conditions like that as well, and where are they? Why have we-, why are we quiet about it?

 

Mehar has urinary incontinence, bladder pain and problems with UTIs, as well as other health conditions. She sees different specialists for these, and often feels caught “in the middle” of managing multiple health problems.

Mehar has urinary incontinence, bladder pain and problems with UTIs, as well as other health conditions. She sees different specialists for these, and often feels caught “in the middle” of managing multiple health problems.

Age at interview: 22
Sex: Female
Conditions: recurrent UTI, urinary incontinence
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I think that’s one of my main problems like with my doctors as well because they never know that if they start something will it backfire on something else. Another thing that’s quite difficult is because I have all these conditions, I have all these separate doctors and they have to, you know, figure a way around things together rather than separately but in private practice that’s quite hard because they don’t communicate with each other and I’m the middle, you know, point person and I have to go from one to the other to say, “This is what Doctor A did, this is what he want,” and then Doctor B would say, “No but that’s not what I want,” and then back and forth, back and forth until someone comes, you know, to some sort of conclusion together. Yeah it’s quite, do you know, sometimes it’s just, sometimes I really think like ‘what if I just stop it all? What if I just stop my medicines and just sit there and don’t do anything, no doctors?’ you know, but obviously that’s not possible. I don’t really have a quality of life yeah, it is really difficult. I’m not a medical professional, I don’t have a degree but I spend my life in hospitals and medical admin and there’s so much that I know that doctors aren’t trained in, you know, my former manager said that to me all the time, she says, “You have knowledge that they don’t because they’re not trained in you and you have to use that.” So I don’t know it’s I’m like in the middle of being a doctor and not being a doctor, I’m just slapped in the middle, so yeah, it’s just difficult navigating multiple things all at once.

 

 

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