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Treatment in ED by Dr on duty

Posted By flabbergasted

"Treatment in ED by Dr on duty"

About: Royal Cornwall Hospital (Treliske) / Emergency Department

(as the patient),

My personal details were openly told to another patient who was not connected to myself in any way.  The Doctor was scathing to say the least and when I explained I had a double lead pacemaker in situ, they said they doubted that very much, even though my scar is clearly visible and I carry a pacemaker card at all times.  This Doctor (who never gave me their name), then discarded a diagnosis from Derriford Hospital to a residue of blood clot in my left lung which was given to me on Friday evening.  I rang 111 for advice due to my worsening condition, and it was the clinician who rang for ambulance to attend without my knowledge or consent.  I informed the Doctor in question that I had in January of this year been admitted for sepsis in Treliske and this was dismissed as negligible.  A quick check of my patient records would have confirmed this fact.

I believe this behaviour to be in severe breach of patient confidentiality protocol and warrants a severe reprimand to say the least.

I am well aware of the pressures that face our NHS at this time, but his behaviour, manner and breach of protocol is unacceptable in this day and age.

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Responses

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 4 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 09/10/2019 at 15:49
Published on Care Opinion at 15:49

picture of Jess Saunders

Dear flabbergasted,

Thank you for taking the time to share your story with us, I was very sorry to read about your experience in our Emergency Department where your personal details were shared with another patient and the doctor looking after you did not behave in an acceptable manner. We would really like to look into these particular events for you; if you would be happy for us to do so or if there are any other concerns we can help to resolve for you please contact our Patient and Family Experience (Complaints) team by calling 01872 252793 or email rcht.patientexperience@nhs.net. Once we have received your details, a Case Worker will get back to you within 3-5 working days to discuss your concerns with you. They can then liaise directly with the ward you are referring to and ensure that you experience is investigated.

Again, please accept my sincere apologies for your experience, this is definitely not how we want our patients to be treated. I will ensure that your story is shared with the Emergency Department Matron.

Best wishes,

Jess

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Response from Jane Michell, Complaints Manager, Royal Cornwall Hospitals NHS Trust 4 years ago
We are preparing to make a change
Jane Michell
Complaints Manager,
Royal Cornwall Hospitals NHS Trust

Submitted on 12/10/2019 at 15:59
Published on Care Opinion on 14/10/2019 at 14:40

Dear 'flabbergasted'

My name is Jane and I am the Clinical Matron for Emergency Care.

I would like to say how sorry I am to hear the concerns raised during your recent admission to RCHT. This is certainly not the care that I would expect a patient to receive.

I will raise the issues about confidentiality with my teams, reminding them to ensure personal information is only disclosed to relevant people. However, if you would like to discuss this directly with me then please feel free to do so by contacting switchboard on 01872 252000 and they will put you through to me.

Kind Regards

Jane

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Update posted by flabbergasted (the patient)

Dear Jane

I am more concerned regarding the flagrant breach of patient confidentiality rather than my lack of care I received. I was not admitted to RCHT, the Dr I saw didn't think that my medical history was of any importance and actually dismissed my double lead pacemaker as 'irrelevant' as it wasn't done by 'their' hospital!!

I felt so sorry for the nurses who had to witness this Drs obvious lack of protocol and they actually apologised to myself for the behaviour and lack of manners.

To discuss a patients details with another patient is against all protocol, code of practise and ethical procedure. I have the other persons details who informed me of the Drs appalling breach of patient trust and as this person actually works for the NHS, knows only too well the protocol. I am dismayed and now have no faith in your hospital for keeping patients details confidential and private.

How dare this Dr. discuss me or anything concerning myself with a complete stranger is beyond belief and defies description. Shame on this doctor, I can't name the Dr in question as they didn't give me their name, but perhaps there is a good reason for that.

Response from Jane Michell, Complaints Manager, Royal Cornwall Hospitals NHS Trust 4 years ago
We are preparing to make a change
Jane Michell
Complaints Manager,
Royal Cornwall Hospitals NHS Trust

Submitted on 29/10/2019 at 14:16
Published on Care Opinion at 14:28

Dear Flabbergasted,

I agree that the breach in confidentiality is contrary to our code of practice and for that reason alone, I really do think that this needs further investigation. This is not acceptable behaviour and we need to act to ensure it doesn't happen again.

Please contact our Patient and Family Experience (Complaints) team by calling 01872 252793 or email rcht.patientexperience@nhs.net so that we can look into this further for you. Once again I am sorry that this happened.

Kind Regards

Jane

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