Patient experience: Jess’ Story

In this personal account, Jess shares her experience of the Skin Analytics pathway, what happened after she noticed a lump that had changed and how she felt about AI assessing her skin lesion.

It started with a small, nagging feeling; something wasn’t quite right. I had noticed a raised lump on my inner thigh years prior, that had now started to make itself known. It was itching every so often – not painful, nor growing – but it had definitely changed. It wasn’t a dramatic change, but it was enough to make me pause and think about how I could identify what it was and where it came from. The edges were uneven, it was scaly and unattractive, with a new darker patch that hadn’t been there before. I had brushed it off for years, but this time the thought lingered in the back of my mind.

I called my GP and was seen the same day. He was extremely empathetic and referred me urgently to a dermatologist at my local hospital, with a referral wait time of 2 weeks. I was then called by the hospital the day after to book my appointment. I was impressed with the quick turnaround and the link between my GP and local hospital, they seemed well informed and ready to take action – although the 2 weeks under these circumstances felt like a lifetime. 

A few days later, I received a call from the hospital. They explained that as part of my referral, I had the option to use a new AI-based technology to help triage appointments to the dermatologist. This AI would analyse images of my skin lesion to determine the urgency of my case and prioritise appointments accordingly.

At first, I wasn’t sure what to think. The idea of a machine making decisions about my health felt unfamiliar, maybe even a little unsettling. But the healthcare professional on the phone reassured me that this wasn’t about replacing the dermatologist—it was about supporting the process, making sure that the most urgent cases were seen as quickly as possible. She explained that using this technology could potentially shorten the time it would take for me to get clarity on my situation, and that sounded like exactly what I needed.

I agreed to take part, and they quickly scheduled me for an imaging appointment the very same day. This was the first time I had really thought about how AI could be used in healthcare, and as much as I was nervous, I was also curious. Would this be a faster way to get reassurance or answers? Could this technology really be as accurate as they said?

The imaging appointment was quick and surprisingly straightforward. When I arrived, the staff were warm and reassuring, which instantly put me at ease. They explained the process in simple terms: the AI technology would capture high-resolution images of my lesion, analyse them, and provide an assessment. 

The clinician carefully positioned the imaging device over the lesion and, within moments, the pictures were taken. What really struck me was how clear and detailed the images were. They even showed me the pictures on the screen, zoomed in so far that I could see details I’d never noticed before. Seeing my skin so magnified was a little surreal, but it also made me appreciate how thorough this process was.

After the imaging was complete, they assured me that the AI analysis would be done within hours and I’d hear back soon. True to their word, I received a call the very next day. They explained that the AI had flagged my case as needing further evaluation by a human dermatologist and that my pre-scheduled appointment would still be going ahead. While it was sobering to hear that, I was also grateful. 

Knowing that I would be seen by a specialist soon was a huge relief. It felt like the system was working exactly as it should—ensuring that people who needed urgent care were identified quickly.

A week and a half later, I found myself sitting in the dermatologist’s office. The anticipation and anxiety had been building since my imaging appointment, but I was relieved to be taking the next step. The dermatologist greeted me warmly and began by reviewing the images and notes from the AI analysis. It was clear they had come prepared, and I appreciated how seamless the process felt.

After examining the lesion on my thigh, the dermatologist explained that it needed to be removed for further testing. While this news wasn’t entirely unexpected, hearing it confirmed left me with a mix of emotions—relief that it was being addressed, but also a bit of fear about what the results might reveal.

The next steps came quickly. A week later, I returned for surgery under local anaesthetic. As I walked into the room, my heart was pounding, but I tried to steady my nerves. The team of three were warm and reassuring from the moment I arrived. They explained exactly what would happen and made sure I was comfortable before starting.

Despite my initial fears, the procedure was far less intimidating than I had imagined. The local anaesthetic meant I didn’t feel a thing, and the team made a real effort to keep me distracted and at ease. We chatted about everything from weekend plans to favourite TV shows, which helped take my mind off what was happening.

Still, I couldn’t shake the emotions bubbling beneath the surface. I’ve always been someone who keeps to myself, who doesn’t like to make a fuss or draw attention. But lying there, knowing these strangers were doing everything they could to help me, I felt the weight of it all. At one point, I found myself tearing up—not from pain, but from the overwhelming mix of gratitude, vulnerability, and relief. They noticed and immediately reassured me that it was normal to feel emotional. Their kindness made all the difference.

Once the procedure was over, they bandaged me up, went over the aftercare instructions and explained that I’d get the results within a few weeks. The waiting game began again, but this time, I felt a sense of closure.

When the call finally came, I braced myself for the results – “clear of skin cancer”. Hearing those words felt like an enormous weight lifted off my shoulders. 

I hung up the phone and sat quietly for a moment, letting it all sink in. The experience had been an emotional rollercoaster, but I couldn’t deny how grateful I felt. The AI technology had flagged my case, the team had been thorough and compassionate, and I now had peace of mind knowing I had taken proactive steps for my health.

Looking back, this experience has taught me so much; about sun safety, skin cancer risks, and the importance of listening to my body. I’ve learned that there are five different types of skin cancer, each with unique signs to watch for, and I now feel more confident in knowing what to look for. But more than that, it’s made me deeply aware of how essential it is to be mindful of my own body, to notice changes, and to act on them without hesitation.

It also taught me something about myself. I have a habit of shrinking away, of not wanting to make a fuss or be a burden. But this experience reminded me that I am not a problem, and that seeking help is not something to feel guilty about. 

Every healthcare professional I encountered—from my GP to the imaging clinic team to the dermatologists—validated my concerns and reassured me that I had done the right thing. In fact, they told me more than once that I should have come sooner.

Their kindness and professionalism left a lasting impression on me. It’s empowering to know that healthcare exists not just to treat illnesses but to support and guide us, even when we feel vulnerable. Moving forward, I’ll carry these lessons with me. I’m committed to being more vigilant about my skin, protecting myself from unnecessary risks, and, perhaps most importantly, speaking up when something feels off.

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