"Differing experiences"

About: St Mary's Hospital (London)

I have had two very differing experiences of patient care as St. Mary Hospital. I have been treated for the last year and I cannot thank my consultant and their team enough for their time, patience and understanding. I have felt valued and respected and involved at each point.

I have also been seen by the clinic at the Paterson Centre. My first experience there was also v. positive and everything was explained to me. More recently however my last appointment was one that left me biting my tongue. I was not asked if I wanted the student doctor in the room. I was just told they were a student. Also the registrar I saw was v. brusque with me. They didn't clearly explain my MRI results. They asked me if I had been 'fit and well' and when I explained my recent A&E admission they just said "I am sorry". They didn't even give me time to talk about the A&E visit and when I explained what my gynae had said about it their response was "that's fine that they've said that".

The registrar didn't really give me the time to answer the question as they were about to head out of the door to look at my MRI resulst. They did not actually talk them through with me other than to say it's ok. They talked to me as though I was stupid when I asked them to clarify what they meant as I had conflicting information. Had they taken the time to talk it through with me - the actual MRI report rather than sitting there with folded arms, I would have felt better understood and listened to. I am very relieved that I will not be having any surgey however I would have appreciated them taking the time to actually talk through my results fully - rather than just saying I've looked at it and we won't be doing anything. I do not feel that the registrar actually wanted to listen to what I had to say. It felt like because they are not doing surgery it was a wasted appointment.

I have had two very different experiences of care at this hospital. Overall I cannot complain about the treatment I've had at St. Mary. I have felt very well looked after. I just would say that there are some doctors who need to think about how they are engaging with patients (e.g. their body language, tone of voice, giving time to answer) as this can totally change the whole experience of the appointment. I feel I've received excellent clinical care - it's just the small things that make a big difference.

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Responses

Response from St Mary's Hospital

Imperial College Healthcare NHS Trust is sorry to hear about your experience at the Paterson Centre at St Mary's hospital.

Patient Advice and Liaison Service (PALS) would like the opportunity to discuss your feedback further.

PALS can be contacted either by telephone on 0203 313 0088 or email pals@imperial.nhs.uk

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