"Staff refused to listen to me ..."

About: Sir Robert Peel Hospital

What could be improved

Staff refused to listen to me as parent of person being treated even though I had significant knowledge of previous history and am qualified medical personnel. Staff were condescending in their approach to the patient and treated her as though she was a very young child (which she isn't) and didn't listen to my request for specific treatment which she had received at another hospital 48 hours earlier and relieved her condition. Staff frightened the patient by referring to her condition as 'life-threatening' in front of her - very unprofessional and then argued with the patient as to which hospital she would be transferred to and told her she couldn't go to the hospital of her choice. There are so many issues here that space doesn't permit a record of them. Attitude of some staff needs to be modified. Telling a patient that they should not have attended the casualty department because " we are a minor injuries unit and do not deal with medical cases" is neither helpful nor sensible. The people of Tamworth have been badly let down by this excuse for what was originally to be a full scale hospital. The old hospital had a better remit and attitude. The Badger Clinic by complete contrast was first-class in every respect.

Anything else?

There is no relationship of clinical notes between the Badger clinics and the hospital records system. A patient being seen by an 'out of hours practitioner' is likely to return to the hospital if their condition continues and would reasonably expect the hospital records to show his/her recent treatments and be aware of the patients previous medical history. A lack of continuity is a) not helpful and b) could cause significant delay in treating serious conditions.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Sir Robert Peel Hospital

Thank you for your comments. Our aim is to provide high quality services for all our patients and we are disappointed that your experience at the Minor Injuries Unit at Sir Robert Peel has not met the standards we set.

South Staffordshire PCT Provider Services is committed to listening to patients and improving their experience and would welcome the opportunity to look into the issues you have raised and provide you with a full response.

We would like you to contact us to discuss your comments and concerns raised on this website. This can be done by contacting the PCT’s Patient Advice and Liaison Service by telephoning 01543 412929 or by emailing PALS@southstaffspct.nhs.uk

More information about how to make comments, compliments and complaints on our website at www.southstaffordshirepct.nhs.uk

  • {{helpful}} of {{total()}} people think this response is helpful