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Made to feel stupid by nurse with bad attitude.

Story from nhs.uk

"Made to feel stupid by nurse with bad attitude."

About: Wansbeck Hospital

I attended because I had severe shoulder pain to the point of not being able to move my arm, I was in agony. I was booked in quickly and the triage nurse saw me very quickly, but their attitude was not friendly. They were very quick to tell me that I should've gone to my GP instead, which gave me the impression they thought I was a time waster. I very rarely go to my GP or to the urgent care centre, I only go if I really feel I need to. The nurse then said "I'll examine you" and pretty much before I could respond, they harshly poked and prodded at my very sore shoulder and said "so it just hurts everywhere then" when I couldn't tell them exactly where the pain was coming from. They booked me in to see the hospital doctor but again said "in future go to your GP" as if I was a waste of time. If I had gone to the wrong service that's absolutely fair enough but the nurses attitude was not OK, they totally made me feel stupid and as though I wasn't worth their help, when I was in extreme pain. I understand the stress staff are under but not everyone is a time waster, I was visibly in pain and distress. I then saw 2 doctors who were much more professional and understanding. They diagnosed me with frozen shoulder which is very painful. The nurse should've been a bit more professional especially with how abruptly they examined my shoulder. It made me feel like I shouldn't use the walk in service ever again, and to be honest I probably won't.

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Responses

Response from Wansbeck Hospital 11 months ago
Wansbeck Hospital

Submitted on 12/08/2024 at 09:04
Published on nhs.uk at 09:04

Dear Service user,

Firstly, we are very sorry to read your review, this certainly isn’t how we would want you to feel.

We would like to look into this further with you and there are a few options which you could consider.

Option 1

• With your consent (or the consent of the person you are representing) we can forward your feedback to the department manager so that they can look into this and reply to you directly. This will also help them to learn from your experience. Please note this will involve sharing your personal details with the department manager so they are able to provide you with a response.

Option 2

• You can speak to PALS (Patient Advice and Liaison Service). PALS offer confidential advice and support, and can act independently to raise and help resolve issues. The details for PALS can be found here: https://www.northumbria.nhs.uk/patients-and-visitors/share-your-feedback/patient-and-advice-liaison-service-pals#fcdc5f8a

Option 3

• You can register a complaint with our complaints service. This usually has to be within 12 months of the event happening. You can find out more about the complaints procedure here: https://www.northumbria.nhs.uk/patients-and-visitors/share-your-feedback/how-make-complaint#c0e2191e

We will be fully guided by what feels best for you, so please let us know how you would like to proceed.

If you choose to receive feedback directly from the department manager (Option 1), please provide the information detailed below:

Name

Date of birth

Contact details

Date of appointment or admission (including ward and/or department)

How you want to be contacted (email, letter or telephone)

I will look out for your email.

Best Wishes,

The Experience Team

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