"Invisible"

About: Kettering General Hospital

I had an appointment for a minor eye operation last year and having arrived early with a friend as driver I showed my appointment to a nurse behind the reception desk, who was polite and asked me to take a seat. The only other people in the small room were 2 elderly couples who had just had surgery. After waiting for 45 minuets and watching the several nurses behind the reception desk being busy I asked one of them what was happening as I had just seen the doctor put on their jacket and leave. What happened next was abhorrent. The nurse who seemed somewhat neurotic said " you can not be here for treatment" I showed her my appointment card and explained that I had reported to the desk on arrival to which they replied who did you report to exactly ?, I replied the nurse who was at the computer terminal, I reminded them that my friend and I had been sitting right in front of the desk in an empty room for over 40 minuets "we never seen you" was the reply, anyway we do not have your records. Other nurses were at the desk one of whom was listening and hurried away and then as if by magic my file was found. The seemingly neurotic nurse examined it and announced "this can not be right it`s not big enough their should be more in it than this. In the mean time the nurse who had hurried away reappeared with the doctor, they had managed to get the doctor from their car before they went home. The doctor looked at my file then at me and then informed the nurses that they will see me. My blood pressure was extremely high but everything went very well and took less than 5 minuets. I have been treated by this doctor previously and can not thank them enough for what they have done for me, this was the most polite, professional, friendly and skilled person, a credit to the profession. And I must add is true of the majority of the other staff. I was still getting letters afterwards postponing my appointments until I phoned and explained I had already been treated. Everyone at the hospital treated us politely apart from one nurse who could not see us sitting ten feet in front of them in an empty room.

Story from NHS Choices

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Responses

Response from Kettering General Hospital

Thank you for your feedback left on the NHS choices website. I am pleased to hear that you felt your doctor was friendly and a credit to the profession. Please except my apologies that you felt a member of staff did not treat you politely during your eye appointment. I will discuss your feedback at the next ward meeting and remind all staff to be respectful and polite to patients at all times. Pat Holmes Matron ophthalmology

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