"condescending, unclean, aggressive, ill-informed"

About: North Manchester General Hospital

I attended to have carpal tunnel surgery but consultant came out of theatre and told me (first time ever saw him) that he thought I'd move my hand and damage my nerve, refusing treatment. Given I wasn’t shaking or otherwise acting in a nervous way, and that the decision had seemingly been made before the surgeon or anyone in theatre seeing me, I have no idea why the doctor made this decision, or even required a bed for general anaesthesia. Cleanliness. The day services unit is filthy. Grime and thick layers of dust were affixed to items, such as every leaf of the plant and signs. One of the seats was broken and the side plastic slipped off as I sat. The toilet bin was overflowing onto the floor. Condescending. I was talked down to by different staff. Examples: a doctor impatiently started pointing to words as he was reading them one by one on the consent form as if I couldn’t read. Someone wearing a nursing uniform (without wearing id) came up to me and asked me how I was feeling, talking to me in a belittling manor, even asking if she could sit down and talk with me like I was some naughty child at school or something. The nursing staff in the theatre area seemed to tell the doctor who brought me off publically and ignore me. A lady in the general office stuck her hand through the window to touch mine without asking permission, in a condescending way. Staff kept calling me ‘love’. Didn’t use my proper title. Aggression. At the day services unit reception desk I was told in a loud aggressive voice in hearing of other patients by a member of staff “What am I alleged to have done?”. Then when requesting to speak to someone in charge this same member of staff repeatedly uttered phrases like “Can you speak to me?” in a very unsettling and unpleasant tone of voice. I did speak to a senior member of staff about this only to be later interrupted after seemingly sorting it out by another member of staff who wanted to take charge. Ill-informed. No feedback forms were available. When asked where the PALS service was located I was given contradictory information by 3 different places: information desk, reception at the day services unit and the general office. I was also informed in a way that contradicted the leaflets about the PALS service that it was not in fact on spot advice and would have to ring them for an appointment, without any phone of course. When asking for clarification about what the policy was of valuables I was sent between the day services unit and general office and never received any written information leaving me confused. Similarly I was given contradictory and no written information when requested about patient confidentiality in relation to relatives. Totally unsuitable for people with dyslexia or autistic spectrum disorder. The chair in the consent room pushed in at my sides and really hurt, though the Dr. kindly let me use his chair instead.

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Response from North Manchester General Hospital

We are sorry to read your comment regarding your visit to the Day Service Unit at North Manchester General Hospital. If you wish to discuss your concerns, please contact the Patient Advice and Liaison Service (PALS) on 0161 604 5897 We will also forward your comment to the department manager.

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