"My six year old daughter treated badly by staff"

About: Medway Maritime Hospital

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My daughter was booked into Nuclear medicine for some tests, she was already nervous about it but myself and the nurses reassured her. The point of the tests were to check her kidney function and structure, yet when she was having them done a very rude member of staff decided to shout at her for moving her leg. I explained to my daughter to keep still but we were quite shocked. Later on my daughter was desperate to use the toilet and the same member of staff shouted across the room at her that she would ruin the camera set up for the rest of the day if she stopped now. My daughter burst into tears and I reminded the staff member that it was inappropriate to speak to a child in that manner especially in these circumstances. I'm thoroughly disgusted with her treatment and 3 weeks on we also have no results of the tests (although promised in 10 days). Meanwhile I have to watch my little girl in pain every day without any support from the gp or hospital.

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Responses

Response from Suzanne Brooker, Head of Patient Experience, Medway NHS Foundation Trust

We are sorry to read about you and your daughters recent visit to Nuclear Medicine and the distress caused to you both, by this poor experience.

Please accept our apologies, this is not the behaviour you should expect to receive.

In order to be able to respond to your specific concerns and to learn from this we would be grateful if you would contact the Patient and Liaison Service (Pals) who will be able to listen and assist you in any way they can.

The Pals Team can be contacted between the hours of 9am to 5pm, Monday to Friday,by telephone on 01634 825004 or 01634 830000 ex 5793.

Thank you for bringing this to our attention so that we can improve on the services we provide.

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Response from Medway Maritime Hospital

We are sincerely sorry to hear about your experience at Medway Maritime Maritime. It is understandable that your daughter was nervous about coming to hospital for tests and the staff behaviour you describe is not acceptable. We will need more details from you to look into your concerns and address them and encourage you to make contact. We want to ensure this does not happen again. Thank you for bringing this matter to our attention. You can contact the PALS team on 01634 825004 or email pals@medway.nhs.uk

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