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Gaslighting by doctor

Posted By Between-the-bridges

"Gaslighting by doctor"

About: South West Acute Hospital / Emergency Care and Medicine Services

(as a volunteer/advocate),

I had cause to be in south west acute hospital as a carer, representing a sick relative at their request. I have never experienced such inappropriate behaviour from a doctor in my life. 

I was shouted at so disrespectfully, and thankfully I was on the phone at the time thus am relieved to have had a witness to the tirade. This was such an unrepentant attack on my request for appropriate care - and no more than that. The medical staff in A&E were all great on the day, until this staff member was required to avise... once this was required every aspect of care suffered.

It was shocking, unprofessional and unnecessary, to be frank. they were wrongly informed, and corrected by senior nursing staff and other medical personnel on several statements that were made, and indeed on insinuations made at the time.
No-one is more vulnerable than when they are ill. Nobody ill should have to endure and hear this type of toxicity- neither patient nor their advocate nor indeed should experienced, competent frontline medical staff be drawn in and forced to become involved in situations they clearly knew not to be appropriate.
The toxic atmosphere was utterly at odds with a "duty of care".
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Responses

Response from John Kerr, Emergency Nurse Practitioner SWAH ED, Acute Services Emergency Care, WHSCT about a year and a half ago
John Kerr
Emergency Nurse Practitioner SWAH ED, Acute Services Emergency Care,
WHSCT

assess and treat

Submitted on 21/01/2024 at 10:19
Published on Care Opinion at 10:19

Dear Between-the-bridges

Thank you expressing your opinions about an episode of care, you as a carer and your relative, received while attending our department.

I am shocked, saddened and horrified by your comments made in relation to how your were both addressed by a member of the medical team.

Such is the nature and gravity of your concerns, I feel the incident would need a full and thorough investigation by the appropriate medical/management teams. I feel it may be prudent, in this instance, to contact the department directly to discuss your concerns so we can deal with them straight way. If we cant then we tell you what to do next.

Our department manager is Emma Meegan via email at emma.meegan@westerntrust.hscni.net or telephone 02866382000 and ask for extension 252040.

You can also make an official complaint via email at:

complaints.department@westerntrust.hscni.net or telephone 02871611226. The complaints team can provide you with more information on how to make a complaint.

I hope this response to your concerns is satisfactory and I would also to like apologise for any upset caused.

kind regards

John Kerr

Emergency Nurse Practitioner ED

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Between-the-bridges (a volunteer/advocate)

John,

I don't see how this could have been a shock, to be honest.

Suffice to say I was very glad I was on the phone and all was heard.

There were problems.

I would imagine if processes were follwed properly there will be notes on systems.

It is unfair to patient, carers, and other staff.

Response from Michelle Scott, Patient Client Experience Lead, Professional Nursing and AHP, Western Health and Social Care Trust about a year and a half ago
Michelle Scott
Patient Client Experience Lead, Professional Nursing and AHP,
Western Health and Social Care Trust

I am the gatekeeper of Care Opinion and 10,000 voices quality improvement initiative for the Western Health and Social Care Trust

Submitted on 25/01/2024 at 10:11
Published on Care Opinion at 10:11

picture of Michelle Scott

Hello Between-the-bridges,

My name is Michelle Scott Patient Client Experience lead in the Trust. I have read your initial feedback and the responses from John and yourself as well. I am sorry you did not find John's response helpful.

Part of my role involves listening to staff and patients experiences, in your experience on this occasion I agree it is shocking, unprofessional and it would concern me if I was spoken to inappropriately. Health and social care core values of working together treating people with dignity and respect, excellence, openness and honest with compassion should be adhered to by all staff/ employees of the trust, I am sorry to learn that this was not your experience on this occasion. As care Opinion is anonymous we do not know your particular case to look into any records or notes on systems, however that said experiences like yours dishearten me and I would like to learn more of your experiences in order to give you more of a detail response but also if there is learning from this that we can take away and implement within our service.

I can see from your initial story you felt concerned, anger and shocked which is very understandable and I would really appreciate the opportunity to speak with you and learn more on how we can resolve your concerns.

Can you please contact me 02871345171 ext 214486 / 07833402847.

kind regards

Michelle Scott

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Between-the-bridges (a volunteer/advocate)

I am shocked at the poor experience still.

To be shouted at and pointed at. To recall details and to have an ill family member remember them in detail I think there is a disconnect in remembering what patient centred communication is. Western Trust self-auditing patient pathways which were not risk assessed make patient safety exposed and pressure on family is immensely increased when they should be focussed on their family member.

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