"Great Treatment. Insensitive Doctor."

About: Queen's Hospital, Burton Upon Trent

I attended the Breast Care Unit following a call back following a routine breast screening appointment. I was understandably very nervous as I had to undergo a number of investigations to determine the cause of the initial abnormal result.

The Breast Care staff were very good, professional, but also put me at ease and made me feel as comfortable as possible. They were understanding to my worries and talked me through everything.

When I came back to the hospital for the results of my investigations I was very worried in case something had been discovered on the biopsy. The doctor who was giving me the results was very insensitive. When I sat down in the room with them, they told me that the hospital always get them to give "this type of result". Of course, because of their tone, I expected the worst and was very upset. Luckily, it transpired that everything was clear and I had nothing to worry about. Whether the doctor was trying to be humerous I am not sure but saying something like that to a patient who has been distressed and worried about a potentially bad result for over a week is not the right way to treat people. There was a student in the room at the time - and I hope that they will have the common sense not to follow in their 'mentors' footsteps in acting this way in the future.

I believe that the doctor had the best intentions in their actions, but it was inappropriate and insensitive.

The Breast Care staff were great, and I offer them my sincere thanks.

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Response from Queen's Hospital, Burton Upon Trent

Dear Reviewer

Thank you for taking the time to share your patient experience at Queen’s Hospital. We are sorry for any distress that this matter has caused. To enable me to look further into your concerns, I would be grateful if you can contact the Patient Advice and Liaison Service (PALS) on 01283 593110 who can assist you further. We will share your compliment with the Breast Care Unit.

Kind regards

PALS team