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Seriously Lacking in Empathy and Understanding.

Story from nhs.uk

"Seriously Lacking in Empathy and Understanding."

About: Bedford Hospital South Wing

Cannot fault the Reception staff but the consultant had no empathy whatsoever, was dismissive to my concerns and fears and had no patience at all.

Did not explain what was going on and told me their secretary would be in touch.

No-one seems able to return phone calls no matter how many times you leave messages whether via phone or in person.

On my previous visit another Consultant actually came in to discuss another patient while we were there.

We knew his diagnosis, treatment and his illness, everything but his name but that should never have been discussed in front of us. Completely unprofessional.

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Responses

Response from Bedford Hospital South Wing 8 years ago
Bedford Hospital South Wing

Submitted on 05/11/2015 at 16:52
Published on nhs.uk on 06/11/2015 at 01:31

Hello,

Apologies for the lack of empathy you felt your consultant gave to you and that the level of communication was not as you would have hoped. We certainly do not encourage our staff to be dismissive to our patients concerns and fears.

We are concerned to hear that the consultant spoke about another patient in front of you. Bedford Hospital takes patient confidentiality seriously and we would encourage you to get in touch with our PALS office to take this further.

Again, we are sorry that your experience was not more positive.

Regards

The Communications Team

Bedford Hospital

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