"I can't think of anything ..."

About: Furness General Hospital

What I liked

I can't think of anything to put in here.

What could be improved

I found it difficult to find my way to Croslands Day Hospital , so signage at the main entrance.Once there I waited an hour past my appointment time I was then called in to sit in an empty room. After a while a member of staff came in talking on a dictaphone who was oblivious to the fact that I was in the room ,they then went out again. I sat for a while and then they returned , again talking in to a dictaphone. They didn't look at me , their head was down looking at a file and they said"Where is the problem?". I said " Hello pleased to meet you I'm Jane." They said "Sorry , it's a bit like a conveyor belt in here , we can't spend 10-15 minutes with patients like we used to , it's a bit hectic."

I guessed this person was my consultant , I did point out that it only took seconds to introduce yourself. They looked at the problem I had come withand said "Does it bother you , do you want it removed , it's not cancer". They then described the operation which would use a local anaesthetic etc and asked if I had any questions , but by then I was quite angry at this approach , having been worried about this lump on my face for several months , and decided they didn't have the time or the inclination to spend any time with me to discuss what the lump was , or how soon it could be removed , so I said this and left. I was incredibly angry and upset.

Anything else?

I am quite capable of standing up for myself when I feel I have been the victim of an injustice or poor treatment , but feel that others would not be so capable in this situation. I obviously cannot be the only person they have dealt with in this manner. They didn't look at all professional , probably very overworked , and had no people skills whatsoever.

I feel you should be aware of how patients are being treated and take steps to change things for the better.

As I didn't stop to discuss the issue I would like an explanation by letter . or email , of what the lump is , how it will be removed and how long I am likely to wait for this to happen and how they can be so sure it is not cancer when they didn't look at it for longer than a nanosecond.My GP said it was a rodent ulcer which is indeed a form of skin cancer albeit benign.

Story from NHS Choices

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


Response from Furness General Hospital

Thank you for bringing this matter to our attention.

We would welcome the opportunity to discuss this further with you. If you would like to speak with us, please contact Angela Peil, Customer Care Manager on 01539 716645.

Should you wish to make a complaint then you can do so by writing to our Chief Executive, Tony Halsall, at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG.

The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals.

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