"Nurses and staff show no respect at all."

About: Derriford Hospital

I had to go to A&E yesterday, under the instructions from my GP receptionist and a 111 call handler because I was having chest pains all day. I thought it very unnecessary and as usual I was right in thinking so. Firstly because I could have just been passed over to Tavistock hospital instead of having to go 16 miles to Derriford and then pay for 3 hours parking, which by the way is disgusting that is costs more for me to park in a hospital than to park in a shopping centre for 3 hours. When I get there, the receptionist is rude and dull and speaks down to me and already I am thinking I'd rather risked it and stayed in bed to have what may be a heart attack... Then after waiting for ages I see a nurse who is trying ever so hard to be funny, though it is at my expense. Now the one place I would expect respect and acceptance is in a hospital, it's not meant to be a catwalk now - but this nurse picked on me and made me feel like I was being bullied. I have a lot of health issues and one of those is that I really struggle to put on weight. I try to eat as much as I can but I just don't have the appetite. The nurse kindly told me how skinny I was and how white I was and that I not only needed to put weight on but that I needed to spend more time in the sun (I also struggle tanning and as I work 9m-6pm Monday-Saturday and live in Princetown I rarely get the chance to just lay in the sun as suggested. I went home after a pointless exercise attending the hospital as I knew it would be. I felt awful and I am really hurt by the comments made. I do not feel that any of the staff took me seriously, I'm still suffering with chest pains but now feel more unhappy with myself due to the nasty comments made by the nurse. I would very much like some kind of apology for the terrible service and the upsetting comments. Regards, Caroline Ledbrook

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Responses

Response from Derriford Hospital

Dear Mrs Ledbrook I can only apologise for the way the receptionist spoke to you and the comments made by the triage nurse. We certainly would not want you feeling bullied and I am sure the comments made by the nurse were not meant in that way. I have asked one of my colleagues to undertake a full investigation and send an apology outside of NHS choices. Apologies again Tim Matron for Emergency Department

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Response from Plymouth Hospitals NHS Trust

Dear Mrs Ledbrook

I can only apologise for the way the receptionist spoke to you and the comments made by the triage nurse. We certainly would not want you feeling bullied and I am sure the comments made by the nurse were not meant in that way. I have asked one of my colleagues to investigate and send an apology outside of NHS choices.

Please accept my apologies again

Tim

Matron for Emergency Department

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