"Outpatient department appointment"

About: Bishop Auckland Hospital

I am writing this review on behalf of my daughter following a recent ENT outpatient department. I accompanied her on the visit but was not in the consulting room with her as she is very independent. However, I am concerned at her description of the lack of care, compassion and communication demonstrated by the three nursing staff who were in the room with her.

The doctor she saw had a very strong accent and she was unable to hear a lot of what they said. However, nobody in the room checked that she had understood what was said.

She had a nasal endoscopy, and during this procedure one of the nurses held her head still, but did not take time to describe the procedure in advance or provide any verbal reassurance during the procedure.

My daughter had an urgent referral due to a lump on her neck, and was therefore extremely anxious. She asked the doctor what they thought the lump was and they said 'most likely lymphoma'. She was then sent to make another appointment for a biopsy. None of the nurses asked if she had any further questions. She was not asked if she had anyone with her for emotional support.

I am extremely concerned that telling a young woman that she probably has cancer is done without any care or empathy. Perhaps they were uncomfortable and didn't know what to say, but at the very least I would have liked them to ask if she had anyone with her so that I could have comforted her.

I am providing this feedback because I do not want another person to have a similar experience.

She has since had two appointments at Darlington where the nursing staff have provided excellent care.

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Responses

Response from Bishop Auckland Hospital

Thank you for providing feedback on your recent experience with your daughter at Bishop Auckland Hospital at the ENT Ooupatient department.

I am very sorry to hear that you were unhappy with her care from the staff she saw on this occasion and we will make sure your feedback is passed to the Matron for you.

We would welcome the opportunity to discuss your concerns with you and if you would like to contact us with your name and some more details it would enable the Matron/Manager to look into your concerns for you.

If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 7835774.

If you would prefer to contact us by e-mail, our address is cdda-tr.patientexperiencecddft@nhs.net

If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website.

The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients.

Thank you for leaving your comments on NHS Choices.

Patient Experience Team

County Durham and Darlington NHS Foundation Trust

Tel: 0800 7835774

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