"hull royal - why can't you answer basic questions re care?"

About: Hull Royal Infirmary

(as the patient),

I have today been for blood tests to check for hypothyroidism. I was sent a letter, with no information on it regarding the tests I was supposed to be consenting to. I am a 33 year old professional lady, with family members working for the NHS. I am slightly more clued up as a result, and questioned the tests I was agreeing to. The midwife assistant (who had her identity badge in her pocket and not on display and didn’t introduce herself or her colleague) taking the samples was clearly not used to being questioned and didn’t seem to have a clue what she was taking the blood samples for or why. I was totally disgusted at the patronising, condescending way in which I was spoken to by the midwife who eventually came to see me. She was clearly reluctant to give me proper information and this ended up being more a battle of wills. I have a right to question when information is not presented to me, but I have found that throughout my pregnancy you are just expected to consent to everything - which I don’t, and do as you’re told and not to question. I was told that I should have asked the consultant last time I saw him -I have never seen him, as I only need these test due to another family members problems. I had to explain this 3 times. I feel that perhaps hull royal should remember we are all human beings and not numbers. We do not all trust complete strangers, who seem to be only following protocol, and seem not to have your best interests at heart.

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Responses

Response from Engagement Section Assistant, NHS Hull

Dear Harley Thank you for taking the time to let us know via the Patient Opinion website of your experiences at Hull Royal Infirmary. We are sorry that you felt that the channels of communication were less than satisfactory. NHS Hull is the organisation responsible for deciding how money is spent on local health services [also known as commissioning], ensuring those services are of high quality and meet local needs. We have asked our colleagues at Hull and East Yorkshire Hospitals NHS Trust to investigate your concerns and to feed those back to us and we will let you know the outcome via this website within the next couple of weeks. We value all feedback and would welcome the opportunity to discuss this further with you. Should you wish to contact us, NHS Hull’s Patient Advice & Liaison Service (PALS) details are: 01482 335409 or by email, or you can contact our colleagues in PALS at the hospital trust on 01482 623065 or by email. Thank you once again for taking the time to provide us with your views on our services.
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Response from Engagement Section Assistant, NHS Hull

Dear Harley We have now received a response from our colleagues at Hull and East Yorkshire Hospitals NHS Trust. The Trust is sorry that the patient has had this experience. This level of care is not acceptable for any of our patients and the Trust strives to learn from experiences such as this one. The Trust is keen for you to make direct contact for many reasons, but particularly the perceived way you were treated by staff, and to ascertain if the test results have been followed up. We would ask you to contact the hospital Patient Advice & Liaison Service in the first instance, and team members there will attempt to resolve any concerns you have, or direct you towards other relevant agencies if appropriate. This is a confidential service and can be contacted by telephone on 01482 623065 or by email. Thank you once again for taking the time to provide us with your views on local services.
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