"Very poor communication and care from a highly..."

About: Darent Valley Hospital

What I liked

The lady who helped me book in via the computer, very friendly and helpful. The speed to seeing the DR was good.

Anything else?

The Doctor I saw considered me an obvious inconvenience. I had been seen by two GP's at my local Doctors, regarding an incisional hernia, which they had both diagnosed. The second Dr had marked me urgent as I was suffering from daily pain and discomfort with feelings of nausea. When I went in to see the Dr at the Hospital, he had no communication skills at all. He asked me to push my hernia out of the hole, which I could most definitely not do due to the pain it would cause me. He then asked me to stand up and the nurse pointed out the location of the hernia to him. He asked me to cough a couple of times and then to get dressed. He then told me that he was not willing to commit to saying it was a hernia because it didn't come out when I coughed. I explained that I was suffering pain when standing up and my job required me to do that often. I therefore asked if he could recommend any pain killers. He said, " If it's a hernia, then no". He then stated he would book me in for a future scan / x-ray ( I am unsure which as he mentioned both). His entire attitude left me very upset as I felt then that there could be something else wrong with me and he expressed no concern for my welfare. When I left the room, I burst in to tears. I now await a scan/ x-ray date and will express my desire, when the results of that come back that this Dr does not perform any surgery on me. He clearly needs a course in customer care.

Story from NHS Choices

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Response from Darent Valley Hospital

Thank you for your positive comments regarding both our receptionist and the speed at which you were seen by a doctor.

We are sorry to see that your experience with one of our doctors did not meet the high standards that we would wish for our patients. Good communication, attitude and compassion are extremely important in any consultation. We work hard to improve every patients experience and we receive many positive comments and thank you letters every year. It always concerns us to hear about when patients feel let down or disappointed. Please contact us so that we can investigate your experience further and improve our services.

Glyn Oakley

Head of Communications


01322 428255

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