"I felt judged"

About: Crosshouse Hospital / General Surgery

(as the patient),

I recently attended a surgical appointment. At the beginning of my appointment the consultant made reference to the size and volume of my medical records, as the consultant could not find something that they were looking for. I feel that there was absolutely no need for this comment to be made, as it made me feel so low and shattered my already low confidence, to the point that I was unable to explain fully what was going on with me.

I felt unable to say anything to the consultant about this. I left the hospital in tears feeling it was my fault that I have a number of health issues. I now have an appointment for an endoscopy, which I now feel I can not attend for the fear of being judged.

I hope that no other patients are made to feel the I do. I also hope that no matter what a doctor, consultant or medical staff feel or think about a patient, that they do project their thoughts onto their patients.

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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 vic711,

Of course none of us have any way to control the size of our casenotes especially when we are unfortunate to experience multiple health issues. I am sorry that you were made to feel that way and that you were in a position where you felt that you could not explain what you were experiencing.

It saddens me that this may become a barrier for your needs to be met. I would really ask you to reconsider how you feel about attending your endoscopy. The service will know why you are there and I am sure they will just get on and do your endoscopy with you as the focus – please do consider attending, your health is so important do attend your endoscopy.

I will forward your story on to the head of department so they can share it with the team. It’s a great opportunity for us all to reflect on how our comments can come across.

If you’d like to discuss with me please contact me eunice.goodwin@aapct.scot.nhs.uk or phone me on 01563 826222.

I will get back to you when I have a response from the department.

Thanks for taking the time to write and hope you do keep your endoscopy appointment.

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Response from NHS Ayrshire and Arran

Dear vic711,

I’m sorry for the way you felt at the clinic. We certainly uphold our hospital policies that everybody is treated with respect and care and certainly no one should be judged.

However, the comment that was made regarding the size of your casenotes was never a reflection of our judgement on you. It was meant to be harmless and to simply explain to you why it had taken some time to retrieve the relevant information for your consultation.

If it will make the matter easier for you, I am happy to meet with you.” Please contact my secretary on 01563 826978 and she will arrange a suitable time and date to meet.

Mr Edward Leung,

Consultant Surgeon and Clinical Director in Surgery.

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