"After giving negative feedback...."

About: James Paget University Hospital

Anything else?

This is a review of how I feel a situation was dealt with by the JPH and is in no way a formal complaint. It is all my opinion based on events that took place. I wrote to JPH regarding some patient care that I felt was poor and inappropriate. This was dealt with in a timely manner and I was given another appointment to see the Doctor and discuss my health problem further and where I go from here..This was the impression I was given anyway. This was not to be the case. Sitting in with the Doctor I felt ambushed when he brought up my complaint, saying he was highly offended by it, that complaints like mine was a waste of peoples time and was completely unfounded. This was said to me in a way that made me feel intimidated when I was already upset. When I tried to say I was completely justified in my complaint he said it was my opinion and what more could he have done, tell me, tel me. Well I have this to say...Yes it was my opinion. It was how I felt I had been treated. I do not see how feedback that can help improve patient care is a waste of anybodies time. Although my healthcare was discussed at the appointment after the fact I felt the primary reason I was there was so he could air his displeasure at my complaint. I was disgusted that it was brought up in this manner where a doctor had a nurse present to witness this but if I had been aware this was going to be discussed I would also have taken someone with me as witness. My emotional distress seemed to be being used as a get out of jail free card as I was told I was hypersensitive to the issues I had brought up in my complaint! Whilst I appreciate time restraints, lack of staff, equipment or even just not knowing an answer this does not excuse rudeness and making a patient feel uncomfortable. When the discussion was actually about my healthcare I was thankful for the honesty of the doctor and that he was explaining things to me....this clarification was all I was seeking in the first place but this for me was still spoilt by the previous conversation which I felt was unfair to bring up. I also felt it was wrong to chastise a patient for complaining whether the doctor felt it was unfounded or not.. at the end of the day they were my feelings on the matter. That is not a waste of time. With every poor experience there is a feeling of mistrust. I now go to the hospital in an apprehensive state and worry increasingly when I have to go there. As stated previously I am not writing this in veiw of a formal complaint and do not wish it to be taken as such. I do not want any contact from the hospital regarding this further. I did feel I should be able to give an honest review.

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Response from James Paget University Hospital

I'm sorry to hear about your experience. I note that you don't want any contact from us on this issue, but I do want to reassure you that as a Trust we very much want to hear about patient and carers' experience and learn from that, making changes where we need to. I have passed your comment to our Medical Director who I am sure will look into this further. Ann Filby, Head of Communications

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