"Dismissive Of My Worries"

Booked to see the HIV consultant but the appointment was incorrectly booked against the nurse led service. The nurse attempted to strong arm me into taking medication despite my CD4 and viral load not being at the levels where this is required and my worries and concerns relating to other health problems that might be impacted by the treatment not being addressed. Both of these are in breach of my statutory rights as detailed in the NHS constitution (right to refuse treatment and right for information to enable informed consent). On seeing the HIV consultant, the consultant was dismissive of my worries and concerns about starting treatment. Staff should have tried to understand what my concerns were and addressed them instead of being dismissive and belittling my concerns. This is in breach of the NHS constitution (right for information to enable informed consent and right to be treated with dignity and respect). For my next appointment I have written a letter detailing my concerns in full and shall bring the NHS constitution and handbook with me to ensure my statutory rights are complied with - having put my backup the relationship will be much more difficult and I will be less forgiving of poor service by staff. I should have been provided with the NHS constitution or leaflet detailing it on my first visit.

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Responses

Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback about the HIV Service at 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 a poor experience whilst recently attending an appointment here. The management team responsible for the area that treated you are very keen to talk to you directly about your experience and the concerns that you have. If this would be helpful please make contact via our Patient Advice and Liaison Service (PALS) team who will be pleased to put you in touch with the relevant staff members. 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 – 4.30pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.