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Lack of Empathy

Story from nhs.uk

"Lack of Empathy "

About: The Willows Medical Centre

I met a Dr on Monday 25/09, Dr seemed very less emphatic and more robotic kept on saying to me you have 4 mins then 3 mins and then reminded me you have 1 more minute, very robotic and no. Human touch and this makes you feel as they do not care i have multiple health issues however i appreciate the time restraint he kept on saying book another appointment and you struggle to get appointments anyway a few weeks ago i met the nurse and it was the same further did my diabetic foot check and the needles used to check my sensation I could not feel them at all and later on I looked on the system and it has recorded as my feet being perfectly fine, I really want to reach out to my GP but it seems there is no way I can so I can discuss these shortcomings and my serious health concerns as I need help

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Responses

Response from The Willows Medical Centre 7 months ago
The Willows Medical Centre

Submitted on 28/09/2023 at 17:14
Published on nhs.uk on 02/10/2023 at 08:38

Dear Mr Ghani,

Thank you for taking the time to share your experience with us. We apologise for any inconvenience you may have experienced during your visit with our doctor. We take your feedback seriously and would like to assure you that we will investigate the matter further.

Thank you for acknowledging the time restraints clinicians have during a medical appointment. We understand that it can be frustrating to feel rushed during an appointment, and we apologise if our doctor's approach was not as empathetic as you expected. We will take this feedback into consideration and would like to share your comments with the doctor in question for learning.

Regarding your diabetic foot check, we are sorry to hear that you had concerns about the accuracy of the results. We will investigate this matter to ensure that appropriate action is taken.

We would be grateful for the opportunity to discuss and address these issues further with you, and would be grateful if you could kindly reach out to us with your contact information on: wh.feedback@nhs.net

Again, thank you for your feedback. We look forward to hearing from you soon for resolution.

With best wishes,

Sarah.

Patient Engagement Team, Willows Health.

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