"Disappointed with outcome of a complaint"

About: Royal United Hospital / Paediatrics

(as a parent/guardian),

I put a complained about the lack of empathy suffered by a paediatrician in the RUH about clearly rude comments made to us such as, "if you want to know when your daughter's tube is coming out that is tough, tough, tough", or "I am concerned about your attitude as there are children in the ward having fits every single day, whereas you say your daughter ('s case) is a nightmare".

The response to the letter wasn't what we expected... acknowledgment of wrong doing... and maybe, a well deserved apology. What I received is the personnel excusing this behaviour or commenting on some of my daughter's medical background (that was only being described in the first place, to show the state of mind we were), and how this doctor, being in an authoritative position and knowing our concerns, behaved in such an awful and also inhuman way....

The good, was the lady on the phone did listen and acknowledged that behaviour wasn't appropriate, yet this wasn't acknowledge in the written letter, in fact it was excused and even I dare say justified. In addition, I managed to be able to put in words all the anger I have for the ill treatment we have received, this has helped me on the healing process.

The bad, the inability of Bath RUH to focus on the human aspect and acknowledge wrong doing. All I wanted was for somebody to acknowledge the way we were treated is not acceptable, I really didn't need to go through the medical background point by point. You would have had a happy patient knowing somebody listened...

Well, a shame the RUH excuses this kind of behaviour i feel. And a shame on this paediatric consultant who we trusted and who took advantage of her authoritative position to disrespect concerned parents.

The only reason for me to make this comment.... One more step on the healing process as I wasn't heard through the official route. This may help other parents who are perhaps less confident to voice ill treatment by the same pediatrician or any other pediatric consultant in the RUH. It is not acceptable for anybody to be rude and even less when you are going through anxiety due to health problems. Maybe if all put it in words, somebody may listen and change the situation!

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Response from Royal United Hospital Bath NHS Trust

We are sorry to hear of the distress you have suffered following your daughter’s treatment at the RUH, and your dissatisfaction with how your subsequent complaint was handled. We appreciate that having a poorly child is an incredibly stressful experience for any parent. We would like to reiterate that our previous offer to meet with you in person still stands. If you should wish to arrange such a meeting, please contact the Women and Children’s Division on 01225 825543 or 01225 826237 and ask to speak to the Women and Children’s Division PA who will help arrange a suitable time.

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