"A very negative experience"

About: Monklands District General Hospital / General Medicine

(as the patient),

I had a very negative experience in the endoscopy unit Monklands. Dr who was performing the procedure ignored me he asked nurses questions regarding me as if I wasn't present when I spoke up he then spoke to me as if I were a child.

On a different issue the supposed sedative was ineffective. Also during the colonoscopy a nurse entered treatment room and informed Dr to hurry and that he had a further 3 to do before the half hour I was taken to treatment room at 11. 45.

I have informed my GP that I will never have the procedure again and asked him to refer me to a different hospital. This procedure is very invasive and as such patients should be treated with respect.

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Responses

Response from Rory MacKenzie, Chief of Medical Services, Monklands District General Hospital, NHS Lanarkshire

picture of Rory MacKenzie

Dear Yendik,

I am very sorry to hear about your experience within the endoscopy unit at Monklands Hospital.

I would be grateful if you could contact Ms Karen Black, Senior Nurse, Monklands Hospital on 01236 714089 who has responsibility for the Endoscopy unit so that we can look into these matters further.

It is our philosophy to learn from both positive and negative feedback that we receive and I am grateful for you taking the time to post your comments which I will ensure are shared with staff within the endoscopy unit.

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Response from Karen Black, Senior Nurse, Surgical & Critical Care, Monklands Hospital, NHS Lanarkshire

picture of Karen Black

Dear Yendik,

Your feedback is really important as it allows us to take a look at the treatment and care we provide, which in your case appears to have been particularly poor.

Like Dr MacKenzie, I was very disappointed, embarrassed and uncomfortable reading about your experience. I’d like to apologise and would welcome the opportunity to discuss the issues you have raised in more detail.

I have shared your story with the doctors and nurses in the Department and we are putting up additional signs on the doors in the treatment areas to reduce non-essential staff entering rooms during procedures.

Please be assured that our aim is to provide person-centred care with privacy and dignity to all patients at all times. We will use your story for learning at staff development training to highlight the vulnerability of patients during investigative procedures; the importance of establishing a good rapport, as well as the need for clear communication.

Kind regards

Karen

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