"terrible telephone manner"

About: Whiston Hospital

Having had a double mastectomy and reconstruction for breast cancer i am thankfully on the final stretch of surgery/reconstruction. I had nipple reconstruction in december 2014 and have a follow up appt at St Helens hospital in October 2015 however i got a letter last week with an appointment at Whiston for September 2015. I wasn't sure what this appointment was for and also would not be able to attend because of work commitments. I proceeded to call the appointments team on the number provided on the letter. After a few rings a member of staff picked up the telephone and just said their name, i was a bit taken aback so i asked if it was the appointments team as i would like to cancel my appointment and also what it was for. They said "name?" I gave them my name and they said the appointment was for a skin pigmentation test. They then said they had cancelled the appointment and i would get another one in the post i asked could i be given one whilst i was on the phone as i had work/childcare commitments to which they sighed and said hold on. They then came back and said there was nothing available as they did them in blocks and i would just have to wait for an appointment. I was utterly appalled at their attitude throughout the whole conversation as they were very abrupt and nothing short of rude. At the end of the call i asked them again if it was the appointments team as i had got the number off the letter they said it was but seeing as no one had answered the call then they had picked it up and was a consultant in the dept! Looking at my appointment letter and the name they gave me when answering the call it is indeed the consultant whose clinic I was booked in with. I am seriously considering whether to go ahead with any future appointments that i may be given for nipple tattooing if this is the consultants attitude over the phone then lord only knows what their bedside manner would be. I must say ive had a couple of operations previously at Whiston and have been treated excellently by the theatre/ ward staff . I would suggest the consultant in question spends an hour or two with them to see how patients should be treated/ spoken to.

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Responses

Response from Whiston Hospital

Thank you for raising your concerns, I am very sorry to hear of your poor experience and dissatisfaction. We would like an opportunity to explore this further so that we can find out what happened and so try to ensure that a situation like this does not happen in the future. If you would kindly contact the Patient Experience Team on 0151 430 1376 we would be happy to discuss this with you

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