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Left feeling upset and confused

Posted By Moon429

"Left feeling upset and confused"

About: Crosshouse Hospital / Gastroenterology

(as the patient),

I had an appointment to go to the hospital to see the doctor about a problem with my bowels. I have seen the doctor before and the problem was easily fixed with over the counter medicine. But when I went in this time the doctor looked at me and said what are you doing here? It completely threw me off guard and I didn’t know what to say. They seemed very upset that I was there and I felt very upset too. I am not complaining about the doctor’s attitude, it’s just the way they said it, it made me feel very uncomfortable. They said you can fix this problem yourself. The whole thing has left me feeling upset and confused and I don’t know why I was sent the appointment if I wasn’t supposed to be there. I feel like someone has played a prank on me because of the way the doctor spoke to me. If I wasn’t supposed to be there then why did the receptionist take my appointment letter off me? I don’t know what I’ll do now if I get sent another appointment, I think I’ll have to ring and check that it is right.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 7 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 27/02/2017 at 10:30
Published on Care Opinion at 14:16

picture of Eunice Goodwin

Dear Moon429,

I am very vexed that you feel this way. I would have expected that after your visit, you would be feeling that you had taken a step forward in some way but I am not getting that from your post.

I am also sorry you feel 'like someone has played a prank' and you that you are feeling confused, this consultation has clearly not been helpful. I agree, it seems communication is an issue here and I am so sorry.

So what can we do? Well I think there are a couple of things. From your story, it sound as if you were not given the advice or support to 'fix it yourself', or at least not in a way that was helpful. If you would like to contact me, we can get some clarity from the person you consulted with. For this I would need some details, given and kept in confidence of course.

My contact details are - email - Eunice.goodwin@aapct.scot.nhs.uk or you can call me on - 01563 826222.

I wonder if your GP has received a letter from the doctor with such help and advice, it may be a good place to start. It may also helpful to have a consultation with a Continence Nurse Advisor, again, your GP could help you there.

If I may, I would like to end my response on a positive note. From your post, it seems that your issue is resolvable, so it is really worth getting the right support and advice now to sort it out.

If there is anything else you feel I can help with, please do not hesitate to contact me. In the meantime, I will pass this to the management team for their consideration.

Thank you for raising this important issue, we benefit from the opportunity to understand how you felt during your consultation.

Best wishes,

Eunice

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