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Care Opinion

Deflated

Story from nhs.uk

"Deflated "

About: Royal Cornwall Hospital (Treliske)

After waiting months & having 2 appointments cancelled, I finally got to see someone. And felt like I shouldn't have bothered. I have psoriasis on my hands & feet mainly, the rest has mostly cleared up in the waiting period. Whilst it may not be as bad as some who visit the department, it is extremely painful to me. But I was told it's 'not bad'. Its improved to how it was, as I have been treating it for many months myself, and visited the podiatrist twice, but having to walk on it is sometimes agony.

I didn't expect to get an instant result, but I was made to feel like I was wasting her time and mine, and basically making a fuss over nothing.

I was given a printout of information that I have already accessed online, which was illegible in places.

Whilst I understand the nhs is under pressure and appointments are rare, everyone's symptoms are unique to them and everyone should be given the same care and understanding that they deserve. I should not have been dismissed as my feet are not bad. Tell me that when you have spent a day walking on them.

I have visited the dermatology department countless times with my son over the years, and never have I experienced such a dismissive attitude.

Very disappointed with the service.

Maybe staff need reminding that all patients matter, and their experience is what is important when they have an appointment.

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Responses

Response from Terrie Harris, Staff Nurse, Dermatology, Royal Cornwall Hospitals NHS Trust nearly 2 years ago
We have made a change
Terrie Harris
Staff Nurse, Dermatology,
Royal Cornwall Hospitals NHS Trust

Submitted on 23/08/2022 at 16:44
Published on Care Opinion at 17:00

Hello, sorry there was no name.

Thank you for your feedback, we encourage patients to leave us comments so that we can adjust and improve patient experience.

We try where possible to not cancel appointment as we know it can be difficult for patients to rearrange time to come see us as well as creating a back log.

I am so sorry that you felt your recent experience within this department was not our usual kind, caring and patient focused.

We understand that some skin conditions can be very painful and everyone deals with pain very differently.

We work hard as a team to ensure every patient has the opportunity to discuss any skin related problems and to discuss treatments available with each patient. As you have said everyone is very different and some treatments take time to understand if they are working or not.

It is no excuse but we have recently had a number of new, to our department, doctors and it takes time to enlighten them to our ways, as well as, understanding their previous experiences within the NHS and their culture as we have doctors working with us from all around the world.

We will ensure to change our practice when printing information off for patients, firstly, that they need it in printed format, but most importantly that it is fully readable.

I hope any further appointments you have are more successful and your psoriasis continue to improve on your hands and feet.

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