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"Confused by questions I was asked"

About: Heartlands Hospital / General medicine

(as the patient),

I arrived early and sat in the waiting room, I must say that I didn't have to wait much time after my appointment that's a good thing.

I was called into the room and then asked to get on the table then the machine broke down, I waited about 20 minutes I was then told that as I had the band done privately I should not have gone to them for the check and I should go back and pay for it.

As there had been a mix up as to what they should do I was told by one of the Staff that she wanted me to answer a few SIMPLE questions. She had a clip board in her hands (WHY ) I was very confused the Questions were.

When was world war 2

What year is it

who is the Prime Minister

What is the date

What day is it.

By this time I told her you have confused me and I'm unable to answer anymore questions, because I have (epilepsy) you have all crowded round me waiting for me to get the questions wrong, by the time it was over I came out of there not having the treatment as they had wrong information.

On arriving home I had an Epileptic fit that made me ill for the rest of the day.

I have still not got over the way I was treated a patient should be treated with respect and understanding if they had read their records maybe they would not have done what they did.

I must say I was not able to answer all the questions not because I don't know this but because I was confused as to why she had to do it and make me feel unwell.

She knew there was something wrong as I went out she asked if anyone was with me I said yes. I don't think I could have travelled by myself after this.

I would like some explanation about why this was allowed to happen.

And tell me what it was to do with any treatment.

I think she is in the wrong job.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust 10 years ago
Marie Helebert
Patient Services Officer, Patient Services,
Heart of England Foundation Trust

Work with patients & families to highlight and address any issues relating to patient experience.

Submitted on 18/11/2014 at 14:45
Published on Care Opinion at 15:54


Dear MDSD

Thank you for your feedback regarding your recent outpatient consultation at Heartlands Hospital.

I am very sorry that you have not had such a positive experience and would very much like to be able to assist you to gain some clarity regarding this.

I would like to assure you that we take seriously any issues our patients or their families raise with us and we value any feedback.

Can I please ask you to contact me directly on 0121 424 0808 so that I may gain some more information from you and investigate your experience further.

I look forward to hearing from you.

Kind Regards

Marie Helebert

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