"Out-patient appointment at Crosshouse Hospital,Kilmarnock"

About: Crosshouse Hospital / General Surgery

(as the patient),

I went to see colo-rectal surgeon and waited nearly an hour to see them. I was shown into room to be told they were with another doctor and patient, waited a further ten minutes then they appeared...no apology! !

They asked me to explain what the problem was with me...I did not like their manner. They were not very understanding or sympathetic as to how I was/am feeling...they did refer me for a test but basically said they were not sure whether they could help or not...I was upset when I left their room.

The test is next week and I am still not sure whether to go for it or not as I did not like the surgeon. This was a second opinion for me which has not went well at all! ! So I shall probably seek another opinion elsewhere nearer to home. Not happy about the NHS experience at all! ! ! !

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear duchess,

Oh dear me, manners cost nothing is the first thing that springs to my mind. It is common courtesy to apologize if we keep people waiting, even if it is unavoidable. It seems you were not put at ease and no one noticed you were upset and that is a great shame. This is not how we want people to feel after meeting with staff at any level.

It is not necessarily easy to question an expert’s opinion and it would be reasonable if you were at least a little bit anxious about that as well as the outcome of the consultation. We should treat people in the way we want our relatives to be treated (or ourselves for that matter).

I am very sorry you feel this way about your consultation and that it did not match your expectations but I would like to implore you to go for the test. After all, the test may be the answer to your quest for your diagnosis, please do not set your care back in response to this experience.

Thank you for bringing this to our attention via the PO website. I will pass this to the appropriate managers and they can take it to the surgeons for their consideration.

Kind regards,

Eunice

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Update posted by duchess (the patient)

Hello Eunice

Thank you very much for your response...very appreciated.I did not get upset in the surgeons room,it was after I came out of it.I held on until then as in no way did I want them to see me upset as they were not caring in any way.

I have had my test done,it was a different doctor who done this and she was very nice...what a difference that makes though I shall be going back to see surgeon for a follow up but I shall probably not be back at crosshouse again because of my out-patient experience.

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

You are most welcome. I am very pleased that you have had your test done and I hope it is all good news for you.

I know it is sometimes difficult to challenge health staff but I would be very tempted myself (and I have done it before). We are all just people after all and if you told them how you felt, you might both be surprised. There is a possibility that they have not appreciated how this has affected you. They may not perceive that anything was wrong.

I am sorry you feel so strongly about Crosshouse and that you won’t come back, if there is anything else you would like us to do regarding this, please contact me on 01563 826222 or eunice.goodwin@aapct.scot.nhs.uk.

Kind regards,

Eunice

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