"Annoyed at staff attitude"

About: Queen Elizabeth Hospital / General surgery

(as the patient),

I had an appointment for ultra scan. Every thing was fine in introducing them selves, explaining they were reading my medical note.

I was asked if it was okay to have another member of staff taking the x-ray. I said that was fine. I was asked by them what was the matter, I was trying to explain where I was having the pain, but I was cut short by them telling me they can check me out but any thing about bowel they don't do it there in that department.

I must say, my GP sent me for an x-ray me not knowing what its all about. What is the point of them asking me what was happening, and the tone in their voice. I had a cup of tea because I was empty 6. 45 a. m. I realised but was too late can't remember seeing NIL. It was just their manner talking to me that it was in the letter at the back and they might not be able to do the x-ray and I will have to come back as if I was a child. I had to say to them 'okay' for them to stop talking. I wasn't there to be scolded. They did her examination and was okay, would say gentle. Another member of staff did the rest.

This was my annoyance of their attitude, they just cleaned their hands and left me with the blue tissue lying on my tummy to whip that sticky gel. I felt they didn't realise they were dealing with another human, and their manner at times can be very sensitive in how they come out with how they communicate. I am a sensible person. They were okay in their examination, but it was the verbal manner.

I had to say 'okay'. I said yes at 6. 45 am four hours back, 2 mouth full of cereal and a mug of tea to take my blood pressure tablet, and because I was on the bus travelling to the hospital, was not a lot, I have been in hospital before. I was sent for an examination by x-ray, they asked what's wrong but had no patient to listen what I had to say in their question. I was not told of any bowel exam. I was telling them where the pain was. Sorry, but no wonder there are errors on patients at times, they didn't listen, they jumped straight away say different issue's.

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Responses

Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback about the Imaging Department 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 pleased to hear that some aspects of your experience have been so positive. However we are very sorry that you have had such a poor experience in relation to the attitude of the staff who attended to you during your appointment.

The Manager responsible for this service is very keen to make direct contact with you to discuss your concerns in more detail. If you would like to do this please contact the Patient Advice and Liaison Service (PALS) who will be happy to make the necessary arrangements.

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 – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.