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"Mistreatment in orthopaedics clinic"

About: Whipps Cross University Hospital / Trauma and orthopaedics

(as the patient),

I had an appointment for the results of my MRI scan just to have the doctor, who I felt was very rude and spoke over me throughout, say my results weren’t in the system. They proceeded to make the nurses and receptionist do their job of calling the MRI team to ask about my situation. After waiting an hour in the waiting area, a nurse came to me saying they couldn’t get a hold of them and that I should just come back in 2 weeks or have an over the phone consultation. They did not offer to book me an appointment, might I add, and when I said no, they told me to go to the MRI department and ask myself for the results. After speaking to so many members of staff, I finally spoke to the manager of the Orthopaedics clinic just for them to, as everyone else had at this point, treated me with no sympathy or provide any source of resolution. Another staff member approached me and they were the first person to treat me with respect and sympathy, understanding that I had wasted my day and had been treated unfairly. They kindly explained to me what they could do to help me and did so.

Overall, I felt I was disrespected, disregarded and met with anger when I was angry at the ridiculous and incredibly unprofessional situation I was put in.

 I feel the Orthopaedic Clinic and Whipps Cross Hospital should please find a way to deal with such situations in a more professional and officiant manner that also sympathises with the patients. 

Responses

Response from Whipps Cross University Hospital 2 weeks ago
Whipps Cross University Hospital
Submitted on 10/06/2021 at 09:31
Published on nhs.uk at 20:54


Dear Fets

Thank you for taking the time to contact us with your feedback. We were very disappointed to learn that your experience did not match the expectation you had of us. We would like an opportunity to investigate the issues you have raised and the findings of our enquires will be shared with you. We would therefore like to request that you contact our PALS  team on site with your details- wxpals.bartshealth@nhs.net or telephone 0208 535 6438.

Thank you

Kind regards

Central Complaints

 

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