"Rude Consultants Why? When everything else is so good. "

About: Queen Elizabeth Hospital (Birmingham)

(as the patient),

First of all let me praise this hospital on it general efficiency as most my outpatient tests (not clinics) have run very much like clock work been seen early or at least on time. Clinics, well never been there longer than 2hrs after my appointment time which in itself is a distinctive improvement on some of what I have faced. Also, the nurses involved are on the whole very good. Wasn't too impressed when one grabbed my reading book out my hand- but it's not easy when you can not hear my small voice and all she wanted was interaction. Nurses not being the only ones as the radiographers were very nice too- sadly as my mum used work at this hospital as a radiographer and surprise sometimes took over when I was seen next to her, but despite small lapses such as announcing loudly across the waiting room that I had been a baby on an ITU they all remained very professional. And the hospital is also generally clean. The Volunteers great- they helped me find the imaging department when I forgot my glasses and could not read the overhead signs.

But sadly my bug bear lies with the consultants- so far have met three. Two were rather too rude. The third was really rather good- but he is not the one who is a specialist in my primary condition supposedly been cared for he is just completing some test looking for complications in his sub-speciality which there are quite probably none.

Unfortunately there rudeness is just awful and strongly undermines what is otherwise such an impeccable standard of care. To put it simply they seem to display little interest in what I have to say- with one consultant prominently interrupting every sentence I started and offering his opinion on a matter as a assertion. I find this in its self is extremely arrogant and it wastes my time as I had been hospital for nearly 1hr 30 for him to answer his own questions. He would have achieved the same sat in a room by himself. This was following his quite public conversation about the length of my legs and pelvic shape- which quite frankly If could hear so could everybody else.

The other rude consultant I get the impression just is bored as she only seems to hear half of what I say in the respect that she does not listen with quite as much attention as she should and makes some very wrong assumptions due to not listening properly. This lead to her interrupting my mother, wrongly assuming what my mothers concern was going to be and then even when mother finished speaking she did not register she had it wrong so never addressed the concern. My mum had waited with me 2hrs for this delightful treatment.

Another clear example is she was doing a normal routine listen to me and got to my wrist- rather than do what she should have been doing she got distracted and started starring and trying to bend my thumb with congenitally absent joint. This was none of her business!

Incidences like these can so far not be counted on two hands and Sadly if this ridiculous rudeness continues I am going to move my care with me when heading to University as I just feel alienated and like I am speaking to a brick wall. Would really like to now due to the appalling level of respect from these people- but the next nearest centre is like Leicester and I can not drive and that would mean treatment of a Young Person 20+ miles from her parents unnecessarily.

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Responses

Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience. We are very sorry that you had such a poor experience as we aim to provide a very high standard of care. We can see that you posted this feedback last year although it has come through to us via the NHS Choices website today. We are keen to understand more about what has happened although we appreciate you may not wish us to look into this after such a long period of time. If your concerns are ongoing and you would like to discuss them further with us please make contact via the Patient Advice and Liaison Service (PALS) at your earliest convenience? PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 9am – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

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