"I'm not doing that again!"

About: Leighton Hospital

What I liked

The nursing staff were very nice.

Chairs were comfy.

What could be improved

Maybe it's me.

Maybe it's my fault.

After all I was very nervous and probably gabbled a bit; perhaps making it a little difficult to understand and interact.

Or maybe it wasn't me.

Maybe it was that the person I saw had a really poor bedside manner: oscillating between the aggressive / patronising and the dismissively disinterested.

And that's perhaps that's why I felt like I was being processed rather than examined / treated.

Now I realise that this 'difficulty' could just be a personality clash. It happens - we've all met people with whom we just don't get on. Or it could be that I'm over-sensitive and that my nervousness made it difficult to establish a rapport.

That said, you would hope that a highly paid ?????? would have learnt to take into consideration the obvious (and confessed) nervous state and to modify their approach, tone, body language etc. Many people are very nervous, anxious and not exactly at their best when they're concerned they might have something seriously wrong with them. It is, after all, a hospital and not an automotive body shop. A little empathy wouldn't hurt.

[contd in Any other comments]

Anything else?

Of course, it's not easy to prove this sort of thing: one man's cold, clinical and uncommunicative is another's efficient and professional.

But I think, however, that I have one piece of convincing evidence with which I can effectively backup my case: I have no idea who he was. When my GP asks me who I saw, I'll have to tell them that I just don't know. Not only did he not introduce himself - the introduction was no more than just "Sit down there!" - but he didn't even tell me what position he holds; what he does. I have no idea if he's a consultant / surgeon, a junior doctor, a staff nurse. Just who on earth was he? Dunno.

That lack of communication was both illustrative and indicative of a general lack of interest in me as a person. I felt like an inconvenience. Actually, it wasn't just that I felt like a burden, when I suggested (as tactfully as I was able; bit peed off at the time) that he might want to consider reviewing his bedside manner it was intimated that it was my fault alone that I felt so uncomfortable.

I should add that this relationship is at an end - I'll ask my GP for an alternative - so I'll most likely never find out by whom I was being belittled and patronised. But then I don't expect that the grandly rewarded Doctor Who?? cares two hoots about me (or anyone else) either.

Story from NHS Choices

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Responses

Response from Leighton Hospital

Mid Cheshire Hospitals NHS Foundation Trust would like to thank you for taking the time to add your comments to this section of the NHS Choices website. We are pleased to note your comments regarding the nursing staff, however we are very sorry to learn of your experience and treatment by an individual member of staff. Given the details listed in your posting, we have forwarded your comments to the Clinical Lead for the department and we will ensure your concerns are properly responded to. We are very sorry that you feel you will not consider further treatment at the Trust at this stage and would like to offer you a follow up meeting or telephone call, in confidence, from one of our Matron's from the Division you were treated by. To arrange this please contact the Patient Experience Manager telephone 01270 273961. Thank you. In the meantime, if you would like to discuss your concerns, you can talk to our Patient Advice and Liaison Service in the strictest confidence. PALS acts independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, other organisations. You can contact PALS by: · Calling into the PALS office in the main entrance reception area at Leighton Hospital, Monday to Friday 9.00am - 5.00pm · Telephoning: 01270 612410 (24 Hour answer machine.) · Faxing: 01270 501646 · Emailing: PALS@mcht.nhs.uk · Writing to: PALS, Leighton Hospital, Crewe, Cheshire, CW1 4QJ
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