"Upset by insensitive remark"

My experience with both doctors and nursing staff at the QMC was good to excellent, particularly on the Hepato-Biliary ward. That is no more than I expect.

However, it is always the 'little things' that let organisations down and in the NHS clinicians sometimes forget that they are running a service, rather a unique if not monopolistic service because for many patients there is no alternative.

I had significant surgery in a hospital which was not my local hospital and my parents, who are getting on a bit now, were naturally concerned, to the extent that my mother would phone the High Dependency ward every day for an update. Indeed, on one occasion she had the temerity to ask to speak to the consultant about my condition.

Some time later a rather snotty male consultant reported that my relative had phoned and added "I'm sure you're old enough to tell her yourself". At the time, I didn't have a mobile phone with me and I was probably still a bit addled by painkillers. Nonetheless, I was mortified by his insensitive and frankly unprofessional comment. Mums never stop worrying whatever age you are!

It may be down to staff being overworked and feeling harassed, maybe they even suffer from 'compassion fatigue', but unfortunately an unkind remark can leave an impression, and, to be honest, it's bad customer service.

In most organisations you would get a dressing down if you spoke to customers with less than the utmost courtesy, however annoying they might be.