"Experience overall not good."

About: Stafford Hospital

What I liked

As I have never attended the hospital before I was told by two very nice gentlemen on the receptions where I needed to go and this I appreciated.

What could be improved

I do not live near Stafford hospital but I was given the option to attend when I was referred by my own GP.I was a little nervous before my appointment as I do not know the hospital, I was made to feel more nervous when I went in for my appointment as I was asked questions about my GPs referral letter which I had not even seen. I did not feel welcome at all and was made to feel stupid when being spoken to as some sarcastic comments were made to me. I have attended other hospitals in the past across the country, and never been made to feel like this before. I work as a nurse for the primary care trust in my local area and I try and put people at ease when they attend appointments because I understand they maybe nervous or concerned about their treatment.

At my appointment at the ENT department I felt I was never put at ease or made welcome. I was made to feel stupid by the specilist who didn't even discuss the problem I had attended with that I have suffered for three years. I chose to attend Stafford hospital because I thought that they had improved and wanted to give them a chance.I would never choose Stafford hospital again the whole experience was distressing for me and I can see there are still areas they need to improve on. I feel that the behaviour and attitude of this one person has spoiled what could have been a normal experence.

Anything else?

I wanted to give the hospital a chance and i have told people close to me that I was attending and this was my choice to go to stafford and not to my local hospital because the waiting time was quicker,after the experience I would not recommend to them that they attend there.

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Responses

Response from Head of Patient Experience, Mid Staffordshire NHS Foundation Trust

I am sorry to hear that you were dissatisfied when accessing this service recently. I apologise for the fact that your experience was poor.

We really try hard to improve our services based on the comments we receive from our patients and I would welcome the opportunity to discuss your experiences more fully and to apologise in person. I would appreciate it if you would be willing to contact Mrs Cheryl Guy, Complaints Officer, who will arrange a mutually convenient time for us to talk either in person or over the telephone if you prefer. Her number is 01785 887684.

Kind Regards

Angela Grocott, Head of Patient Experience.