About: Christchurch Hospital

So sad to have to write this. I whole heartedly support the NHS, staff and specialists but this department is an eye opener. I had leaflets slung at me over a desk, my specialist was so rude that I left in tears, spoken to like you are stupid because you don't understand the procedures, terminology etc, even the staff don't know the routine and have left me to chase them! No compassion, no feeling of having your handheld when you get a diagnosis or on the journey to the diagnosis. I was told 'don't read the side effects because all the drugs have them', I was even prescribed a drug that interacts with another drug I am on and got told I didn't know what I was talking about! I did because my GP said he wouldn't prescribe them as he knew the new guidelines. You end up feeling like you are just on a conveyor belt with no choice or knowledge at what is going on. This is peoples lives and bodies you are dealing with, we want to know why, how, what etc so we can help ourselves. Not just pumped full of drugs and then given more drugs to counteract the side effects of the first lot of drugs. How can you have faith in a department that makes you feel like this?

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Response from Christchurch Hospital

Dear Anonymous Thank you for your support of the NHS and for taking the time to share your experience with us and I can only apologise that it was not a positive one and agree that on this occasion the standards we aspire to have not been met. Due to the nature of your comments I would request that you allow us a few days to go back to the department and review the processes they currently have in place. Once we have done this I will respond again with a more complete response including any improvement actions we have been able to implement. Once again thank you for taking the time to share your feedback and I will contact you again shortly. Should you wish to make further comment in the meantime please feel free to contact our PALS department on 01202 704886 or pals@rbch.nhs.uk Kind regards Sue Mellor Head of Patient Engagement

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Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear Anonymous

Thank you for your patience in waiting for my reply. I have met with the Service Manager for Rheumatology, who was extremely disappointed to find that the service they provide appears to have been so seriously lacking and has caused you distress.

May I ask firstly for you to accept our apology and to know that this has been taken very seriously and shared, in the first instance with the Rheumatology consultants?

This will also be discussed at the Rheumatology Business meeting in 2 weeks which is attended by the Service Manager, Consultants and the nurse practitioner team leader. It will also be cascaded to all staff within the Department of Rheumatology for learning and improvement.

Rheumatology drugs can often be complex combinations due to the nature of the condition and are rigorously considered by the specialists. We endeavour to ensure that our patients leave clinics with the correct knowledge and information regarding the drugs that they have been prescribed and are disappointed to learn that this did not happen at your appointment.

We would like to invite you to come in and speak with the manager Diane Potter (direct dial 01202 705357) due to the seriousness of your comments. This would be treated with the upmost confidentiality and respect for your experience.


Sue Mellor

Head of Patient Engagement

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