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An upsetting Out Patients Appointment

Posted By Gannet

"An upsetting Out Patients Appointment"

About: St Mary's Hospital (Newport)

(as the patient),

I attended a routine appointment with my husband. I was seen then by the consultant. The appointment started well, the consultant asked me if I had any concerns, listened and then examined me. Following which the consultant appeared irritated and impatient, they spoke in a hurry, reminded me that I had received 2 scans, in a manner that left me feeling uncertain if I should feel guilty about this, hardly pausing for breath, they went on to say that my tumour was very small, and that 2 years had passed. Therefore nothing needed to be done and that they would see me in a years time. The consultant did add that if I had any concerns meanwhile to contact them. I did not feel reassured by this comment since they had not dealt with my concerns I raised at this appointment.

I can accept that my concerns re my chronic pain are not their concerns but I was looking for their opinion ie that the pain was due to scar tissue. The consultant did not invite any questions. Myself and my husband were left feeling bewildered to how this appointment could had gone so badly wrong. I did plan to tell them that my faith in mammograms had been restored by Dr Wilson, consultant radiologist, at my last out patient appointment as he spent time showing me and my husband my mammogram and how it is interpreted. This was important to me as I had an occult tumour therefore this shattered my confidence in mammograms.

This appointment could had been so very positive, as the basic message was good ie the consultant giving an opinion re my chronic pain, (which I am assuming would be due to scar tissue) and me telling them about my renewed confidence in the screening for breast cancer ie mammograms. Instead I was left feeling quite upset and stressed.

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Responses

Response from Vanessa Flower, Head of Patient Experience, Isle of Wight NHS Trust 7 years ago
Vanessa Flower
Head of Patient Experience,
Isle of Wight NHS Trust

Submitted on 09/11/2016 at 13:48
Published on Care Opinion on 10/11/2016 at 09:29

picture of Vanessa Flower

Dear Gannet

I am sorry to read of your negative experience in one of our clinics, and that you were left feeling upset and stressed following your consultation.

From your post I am unable to tell which clinic you attended, and I would very much like to share your concerns with the relevant team.

If you feel able to respond to this and just advise of the clinic you attended; I will share your feedback and ensure that the staff reflect and learn from your experience.

In the meantime if you wish to discuss this with a Patient Experience Officer, please contact the PALS team on 01983 534850, and they will be happy to talk to you about this experience.

Once again, my apologies for the poor experience of care.

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Update posted by Gannet (the patient)

Dear Vanessa

My Outpatient appointment was on 4th December with Mr Parker. My other appointments with Mr Parker and his team have always been helpful, they appeared caring and interested in me as an individual.

In particular Dr Wilson, consultant radiologist, was excellent - at my last mammogram he showed and explained my mammogram to my husband and myself and I could see how clearly the site of my tumour was marked out. I found this immensely reassuring, as my tumour did not show on my original mammogram and my diagnosis was only made on biopsy of the lump. This understandably shattered my faith in mammograms. Dr Wilson has restored my confidence in mammograms, which is very significant for me. My husband and I are profoundly deaf and frequently struggle to hear during consultations Dr Wilson also spoke in a very clear manner which was also very helpful.

Therefore you can see why my husband and I were so taken aback, bewildered by my recent experience. I do appreciate how busy clinics are but each patient is an individual and these appointments are our chance to speak to the people who are in charge of our care. It is important for me to have confidence that these people are genuinely interested in my wellbeing. My husband and I did not feel this was apparent at this appointment. I did not feel involved in my care in any way during this appointment, particularly as I was not encouraged to ask any questions.

I also realised I should had said something at the time, but I was feeling so taken aback and shaken that I wondered if it was somehow my fault ie by saying that I was still suffering pain in my breast.

Thank you for acknowledging my experience and I hope Mr Parker's team will find my feedback helpful.

Kind regards

Gannet

Response from Vanessa Flower, Head of Patient Experience, Isle of Wight NHS Trust 7 years ago
Vanessa Flower
Head of Patient Experience,
Isle of Wight NHS Trust

Submitted on 11/11/2016 at 17:39
Published on Care Opinion on 12/11/2016 at 10:26

picture of Vanessa Flower

Dear Gannet

Thank you for providing this further feedback, I will ensure this is shared with Mr Parker personally so he can discuss this with his team.

I am sure he will appreciate this feedback and ensure that he and the team reflect on this very valuable feedback.

May I take this opportunity to wish you all the best for the future.

Kind regards

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Update posted by Gannet (the patient)

Thank you Venessa

Response from Vanessa Flower, Head of Patient Experience, Isle of Wight NHS Trust 7 years ago
Vanessa Flower
Head of Patient Experience,
Isle of Wight NHS Trust

Submitted on 14/11/2016 at 10:09
Published on Care Opinion at 13:30

picture of Vanessa Flower

Dear Gannet

Further to my response above, I shared your feedback with Mr Parker who would like to say that they have very few complaints from this service; they pride themselves on being able to resolve issues if they occur, and was therefore very disappointed to read that on this occasion this has not happened.

Mr Parker would very much welcome the opportunity to meet with you again to discuss this in person.

If you wish to do so please contact the PALS service on 01983 534850 and they can facilitate a meeting.

Kind regards

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