"Ultrasound staff were very rude, will not be..."

About: Cossham Hospital

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I went to this hospital a few weeks ago for two different types of ultrasounds. First impressions were very good the facilities were very modern and clean and the receptionist who booked me in was polite enough. My appointment was 8.40 in the morning and it looked like I was there first patient of the day. After waiting for ten minutes or so I was called into the room by a member of staff. Two women were in the room not one of them offered a greeting or a smile, or even acknowledged I was there. I was bluntly directed to lie down and the sonograpger began. Throughout both ultrasounds not one of them made an attempt to talk to me even though the other women was just sat at the computer with her back to me the whole time not doing anything. I think the atmosphere would have been so much more pleasant if the member of staff not conducting the ultrasound made polite conversation with the patients. But she only spoke to me to confirm my date of birth and address. It was evident during the procedures that I was in a considerable amount of pain and discomfort, more obvious by the fact that I had tears streaming down my face. The sonographer was not bothered in the slighest and rudely responded "do you wanna do it yourself". I was shocked and appalled at the statement she made and could not believe the way I was treated. A bit of compassion would have gone a long way here and a comment along the lines of im sorry your finding this uncomfortable but we are nearly done, but no chance was I going to get this. She just made me feel like the discomfort and pain I was in was an unessecarry nuisance and inconvenience for her. At the end of the procedure a piece of tissue was shoved in my hand and I was told I would get my results in 14 days. It concerns me that I have read a similar review which was made to the hospital in 2011. They had a chance to make improvements back then, but clearly nothing has been done over the last two years to sort this problem out. The members of staff who I saw should not be working in this role if they treat people this way. I left the hospital feeling upset and annoyed, and I have since received my results and they have come back as inconclusive which makes it feel like it was a waste of time.

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Response from Cossham Hospital

Dear Anonymous – thank you for taking the time and trouble to write about your views on the Ultrasound service at Cossham Hospital. We are always pleased to receive feedback, and I am sincerely sorry that you had such a poor experience, as this is certainly not the standard of care, or professionalism, that we expect from our staff; there is certainly no room for rudeness towards patients within the organisation. Your comments have been shared with the managers of the service so that action can be taken to ensure no other patients have a similar experience. On the issue of this being similar to other reviews you have read, I am sorry that you feel no improvement has been made. However, I can confirm that last year the hospitals under the North Bristol Trust umbrella received nearly 7,000 recorded compliments, many of which relate to the service in question. This does illustrate just how easily the poor actions of a minority of staff can impact on the excellent work of others and once again I am very sorry you found the ultrasound procedure so distressing. Kind regards – Steve Sykes Advice and Complaints Team

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