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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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”.
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.
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.
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”.
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.
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”.
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”.
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.
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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