"One size does not fit all and some drugs..."

About: Frenchay Hospital

What I liked

I visited the pain clinic for advice on medication. I felt that I was on a conveyor belt and being given a standard one size fits all service which was take it or leave it.

Almost none of my previous history with the trust appeared to be available and so I was left to tell the doctor what my condition and previous treatments entailed. I asked questions about the treatment being offered and was not given satisfactory answers and had to ask a nurse after I was shuffled out of the consulting room for information about what was being proposed, she pushed a leaflet into my hand.

I later received a copy of a letter sent to my GP which appears to relate to someone other than myself who not only had a different medical history (accident at age 3 followed by numerous operations) but also had different pain they were however being given the same treatments.

I later found that not one but two of the drugs I was taking already taking were flagged not to be used with the new medication I was given (I had provided a full list of my current medication to the doctor). I subsequently had a severe reaction to the medication which from research by my family shows could have been fatal.

I have also been booked for treatment which I have not received sufficient information about to be able to make an informed choice.

My advice, try to find a hospital which will treat you as a person not a nuisance.

What could be improved


Anything else?

Perhaps the staff should receive training in "how to interact with another human being" and "Patients are people do not treat them as cattle"

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Response from Frenchay Hospital

"Dear The Chair - I am sorry that you had such a poor experience when you visited the pain clinic and that you do not feel you were treated as an individual.

It is normal practice to ensure patient notes are ordered and made available for all appointments, but very occasionally due to unforeseen circumstances it might not be possible to achieve this. For this reason a new on-line facility is being introduced in the Trust this year to overcome the problem and ensure patient notes are always accessable. I am sorry if you feel the letter sent to your GP referred to someone other than yourself and that there were issues with your medication and the information provided.

I would be pleased to undertaken a full investigation into this potentially serious situation if you could provide more details to complaints@nbt.nhs.uk as I would like the opportunity to address the concerns you raise and restore your confidence in the services the Trust offers.

I have passed on a copy of your concerns to the particular area’s within the hospital responsible so they can be aware of the issues you have raised.

Kind Regards – Steve Sykes

Advice and Complaints Team Manager


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