"Hopefully a one off experience as rest of staff..."

About: Conquest Hospital

My father is a cancer patient. He has been going to the Conquest Hospital for the last four to five years and both my parents have developed a great rapport with many of the doctors, nurses and advance practitioners there. The staff have been attentive, caring and considerate, and the way they support my parents have been second to none and highly commended. My family and I are very grateful to these lovely people. Unfortunately, I can not say the same about one of the surgeons who recently tended to my father in A & E. Despite being told that he was one of the most senior surgeons at the hospital, he was insensitive, inconsiderate and failed to show any sort of patient care on any level. The manner in which he physically handled my father was not one that's expected by any doctor or nurse, let alone a senior surgeon. The way in which he addressed us, the patient's family, was absolutely appalling and unprofessional. He questioned my father being there and when we explained our concerns about the changes to my father's condition, the surgeon dismissed what we said and answered back rudely. He did very little in terms of offering medical advice. My family and I appreciate how hard all the staff work at the hospital and that they may run a tight schedule but to come across a so-called professional with such poor interpersonal and social skills is shocking. We were very upset by this experience. So overall, all doctors, nurses and advance practitioners in the cancer unit and departments 5 stars. All the doctors, nurses and receptionist in the A & E department 5 stars. Sadly, the surgeon who spoke to us does not get any stars.

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Responses

Response from Conquest Hospital

Thank you very much for expressing your appreciation of the care your father has received over the years from many staff at the Conquest Hospital. It’s always encouraging for staff to receive positive feedback. As a Trust we are committed to giving the highest quality of care and we value all comments from patients and their families. However, we are deeply concerned how you describe the conduct and behaviour of one of our surgeons. With this in mind, we would like an opportunity to discuss this further with you so that we can look into this matter in more detail. We would appreciate it if you could contact the Patient Advice & Liaison Service (PALS). They can be contacted on 01424 758090 or by email at: PALSH@esht.nhs.uk. It was extremely kind of you to take the time to provide feedback. We will ensure your positive comments are shared with all the staff concerned and hope that you feel able to contact us.

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