"So sorry I was an inconvenience to you"

About: Harrogate District Hospital

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I am currently going through an ectopic pregnancy and visiting Harrogate hospital for follow up care until everything has gone. Having been told by my consultant that if there was any pain to ring and let them know I was on my way, I phoned this morning at 9.15 am for some advice and was told to make my way in. I have to say that the midwives in the early pregnancy assessment service are brilliant and really care how you are but unfortunately their colleagues must be far too busy to take a leaf out of their book. I arrived at the hospital at just after 10am and finally got to see someone at just after 11am, it was apparent that the Doctor thought I was over exaggerating the pain and I was clearly an inconvenience by being there. There was no offer of any pain relief and a scan was booked for me at 3.40pm - so just a little wait. We left and got back to the ward at 3.30pm when a nurse told me a porter had been to collect me but I had missed him and to make my way there myself. I was on time but still had to wait until gone 4 before the scan and then sent back to the ward. At 5.10pm I went to the nurses station to ask if there was anyone coming to see me, I was told that someone should be with me by 6pm but there were no promises. Still no pain relief offered, good job I had my own! Due to child care restraints we had to leave, had I been informed that I would have to spend the entire day and early evening there I may have been able to make other arrangements. As it was this visit which resulted in absolutely nothing cost us a fortune in that money making car park and a £25 charge from our child minder as we were late back. I could have got myself a whole load of pain killers for that if only someone had said we are far too busy for the likes of you, please don't bother us with your inconsequential little issues. I am really hoping this sorts itself out as I have no intention of returning to Harrogate hospital voluntarily, it was a total waste of a day and I was made to feel like I was wasting their time. Bad Form Harrogate.

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Responses

Response from Harrogate District Hospital

Thank you for your feedback and I am very sorry that your experience with us was not as good as we would have hoped or expected, although I am pleased that you found the Early Pregnancy Assessment service gave you high quality care. In a busy Hospital sometimes delays can be inevitable, for instance whilst waiting for a scanner to become avaiable or in dealing with an emergency, but we always try to keep these to a minimum as far as possible. Pain relief should always be offered to a patient who needs it unless there was some overriding clinical reason and I am sorry that this did not happen. We would always expect our staff to treat everyone with courtesy and you should not have been made to feel as if you were an inconveniance. The Trust does offer free or discounted car parking to people on a range of benefits or who need to attend the Hospital for repeat appointments and you should speak to a nurse about this if you visit again. We would be very happy to look into your experience in more detail if you would like us to. If so, please contact our Patient Experience Team on (01423) 555499 or email thepatientexperienceteam@hdft.nhs.uk with full details. Thank you again for taking the time to contact us and I apologise again that you did not feel your experience with us was a good one. Best wishes Chris Watt Head of Communications Harrogate and District NHS Foundation Trust

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