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Left upset and disappointed

Story from nhs.uk

"Left upset and disappointed"

About: Royal Bournemouth General Hospital

After reading the only review for ent I was a little nervous about my appointment and unfortunately I had a very similar experience! The dr did not seem interested and lacked any empathy, they barely let me speak and when I did they had no interest at all, they just told me they didn't know what it was and when I got very upset as they did not seem interested in why I was there, they told me that crying would make my dizziness worse and that they didn't have a magic wand! The doctor then sat in silence till I got up to leave without even a goodbye! Most disappointed!

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Responses

Response from Royal Bournemouth General Hospital 8 years ago
Royal Bournemouth General Hospital

Submitted on 20/07/2015 at 14:33
Published on nhs.uk on 21/07/2015 at 02:30

Dear Natalie Thanks you for the feedback that you posted on 17th July. It is very disappointing to note that not only were you upset during your appointment but also that you did not have a compassionate experience I have been in touch with the Outpatient Department Operational Manager who has asked me to convey the following to you: “Please can you convey to Natalie that we appreciate her taking the time to give us her feedback and sincerely apologise for her experience with us. We do take patient experience seriously and take action whenever possible. Please can you let Natalie know that the ENT clinicians are visiting clinicians from a neighbouring trust; who enable us to provide an ENT service at Royal Bournemouth Hospital. We’re so sorry for Natalie’s experience and I assure you we will be raising this with their consultant lead as soon as possible” Natalie may I again apologise about your experience at our Trust and please have confidence that we will definitely be raising this as has been promised above. We wish you a speedy recovery. Regards Sue Mellor Head of Patient Engagement

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