"Endoscopy unit lack of empathy"

About: St Mary's Hospital

My mother recently had a colonoscopy in this unit, after being sedated and asked to lie on a trolley two members of staff were laughing and passing her dressing gown around remarking how soft and lovely it was, they were giggly and asked my mum where she got it, my mum was stressed, fearful of the procedure as well as worried and embarrassed at this time, one of them put on her dressing gown while the other laughed, these staff were prancing around totally unconcerned with how my mother was feeling. She felt they were unprofessional and seemed ignorant how she felt and then during the procedure she felt afraid after experiencing severe pain at one time. She was well looked after after the procedure but from someone who never complains she would hate to have to return to this department and if she does I will be making sure this never happens again

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Responses

Response from St Mary's Hospital

I was really sorry and disappointed to read of your mother's experience in the Endoscopy Unit, and I have shared your comments with the department manager to investigate. This is certainly not the level of professional behaviour we expect our staff to display, and I can assure you this will be investigated further. If you have not already done so I would ask you to contact the PALS team on 534850 so they can get some further details from you to ensure that this behaviour is not only addressed with the relevant members of staff, but also that we can provide an apology to your mother.

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