"Berated at hospital appointment"

About: Raigmore Hospital / Dermatology

(as a parent/guardian),

My young daughter has terrible eczema and we were referred by the GP to dermatology. On the day of our appointment we were running late as we couldn't get a parking space anywhere. I apologised to the receptionist as soon as we arrived. When the doctor called us in, we went to walk in the door and we were physically blocked us from entering. The doctor started to question us about our lateness, after I had explained and apologised we were told it wasn't good enough and continued to be asked why we were late. At this point I felt bullied.

After a couple of minutes the doctor finally let us in the room, but instead of getting on with our appointment the doctor continued to tell us why our "behaviour" was unacceptable and how their clinics are always on time, and this went on for maybe 5 minutes and was all in front of our child which was humiliating and also totally out of order.

I felt the doctor was arrogant, rude and very sarcastic! My daughters father ended up walking out as he couldn't sit there any longer and to be honest if my daughter wasn't so sore I would have too.

After he left the doctor continued being rude and almost had me In tears. The doctor was saying they didn't even know why we were here. There was no need for us to be seeing a doctor and that she needed the eczema nurse. I felt the doctor clearly thought we were well beneath them.

The doctor didn't once check my daughters skin, refused allergy tests (but then approved them on a later appointment with the eczema nurse, and said they were a good idea! ) We were then handed out strong steroid ointments for my daughters body and legs which the doctor couldn't possibly have seen as it is winter. Then to add insult to injury just before I left the doctor said I'm sorry... but it seems your partner has a very short fuse! I was livid and responded with no he just won't be spoken to in such a rude manner! Needless to say I will never allow my daughter near that doctor again. To be berated in front of your child at a hospital appointment is totally unacceptable. I was made to feel bullied and victimised.

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Responses

Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Dear Invernesspatient

What a distressing experience for all the family. I am so sorry about this and want to start by apologising. I agree that this is totally unacceptable. That anyone coming into our care should feel bullied and victimised is dreadful, dreadful, dreadful.

I have already been in touch with the Senior Manager responsible for the department and I am waiting for their feed-back. It would help and hasten our review if you were able to give me some more details. You can speak to be directly on 01463 704722 or via email maimie.thompson@nhs.net.

At the moment I am looking into this informally but if you would like this to be formally investigated then I can guide you as to the next steps. We are determined to learn from this. Thank you very much indeed for your feed-back.

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Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Dear Invernesspatient

I was wondering if you had any more thoughts about getting in touch with me. The Divisional Manager Jo Veasey has looked into this and spoken to the doctors in this department. One of them does recall some of the detail though not all of it.

How would you like us to take this forward? How is your daughter's eczema?

Maimie

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