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Made to feel extremely inconvenient

Story from nhs.uk

"Made to feel extremely inconvenient"

About: Priory Day Hospital

I have been to see my GMP for 11 months now regarding a same problem of constant bleeding. I was told by my GMP to go to the One to One clinic to get a coil consultation, as I have tried every variation of pill to stop this. As you can imagine, I am very tired and drained of this reoccurring issue. I have have visited the clinic before with.. Some issue with my appointment however not as bad as this time. I have been on over 5 different contraceptive pills since Jan and I was hoping for some gentle advice on the coil. However, never in my life have I felt more of an inconvenience as a patient to a specialist nurse. As soon as I tried to explain what the current status was, I just got snapped at and asked "why are you here?" As if the jfomation was too much. I am a young woman with some rather serious and rare health issues, already having extensive surgery and illnesses in the recent years. I was made to feel almost somewhat guilty and irritating to the staff member as I'm not the 'standard patient'. The tone and attitude of my 'options' were given very abrutly as though I was wasting their time. There was no care or consideration or even a slight slither of sympathy towards my issues. I felt stupid. I've came out of the practice not knowing what the hell I've just done. I'm aware I'm a complex case but as my GMP advised me to come here, I did. I'll not be going back here. Seems the only care is the standard. I work in health care myself, and I know how to talk to people when they are anxious and upset. I know what to expect for patient journey- that wasn't it. This has left me feeling extremely upset and I feel like I'm a total, inconvenient patient as I deviate the norms. Never again.

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Responses

Response from Priory Day Hospital 7 years ago
Priory Day Hospital

Submitted on 25/11/2016 at 15:06
Published on nhs.uk on 26/11/2016 at 01:34

Dear Madam,

I am most concerned that you did not get the response at the One to One Centre which you should have had, thank you for bringing this to my attention. All patients are given a 30 minute appointment to discuss their concerns and worries. This is your time and from your account your concerns were very pertinent to us as a service and I apologise sincerely that you felt like you were not listened to.

I was saddened to read that you felt you were made to feel guilty and irritating to the staff member, I assure you that this is not how we want our patients to feel. As a Trust we aim to treat all of our patients with kindness and compassion and I am truly sorry that this was not the case for you. I will be sure to raise this with the team so that they can look into this and learn from it.

I would encourage you to come back to the service so that we can find a solution to your problems. I have been in touch with the Clinical Lead and she would like an opportunity to talk with you and ensure that you access the best possible care management. Please do telephone directly, Dr Helen McIlveen on 0191 2979833/01670 500530.

Jessica

Jessica Mallach – Head of Quality Improvement and Patient Experience

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