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Awful experience

Story from nhs.uk

"Awful experience"

About: Hexham General Hospital

This is the third time I’ve tried to leave a review, I keep getting emails saying it can’t be published and a list of ‘excuses’ follow. I’ve come to the conclusion they only like positive feedback.

I really like Hexham hospital and it’s my go to hospital when I am given a choice. But unfortunately recently on ward 2 we were treated terribly by the consultant and this has now changed my opinion. She was threatening, unsupportive and made a bad situation much worse. We weren’t kept involved with decisions made and the consultant made choices for our relative against all of our wishes. Communication was poor and when we asked to talk things through with her ‘she didn’t have much time’. Such a shame when our previous experience throughout HGH has always been so good.

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Responses

Response from Hexham General Hospital 2 years ago
Hexham General Hospital

Submitted on 12/05/2021 at 13:51
Published on nhs.uk at 15:50

Dear Sir/Madam,

Firstly, I am very sorry to hear that you have had previous difficulties in leaving a review. The process is independently managed by NHS Choices, which has its own moderation procedures. Reviews need to meet certain requirements, however, we will make sure that NHS Choices is made aware of the problems which you encountered.

I am sorry to read your description of care at Hexham General Hospital; it certainly doesn’t match the standards of care we would expect for any of our patients, and it is undoubtedly something we would like to look further into. We would be able to do this if you could privately share your relative’s name and date of birth by emailing patient.experience@nhct.nhs.uk.

In the meantime, we will forward your feedback to the team on Ward 2. We really appreciate you raising these important issues with us and look forward to hearing from you.

Kind regards,

Tracy

Tracy Bruce

Head of Patient Experience

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