"Made to feel like a time waster"

About: Glenfield Hospital

I went to my GP with a lump in my breast. As I have a strong family history of breast cancer, I was obviously concerned. At only 29, I was informed it was probably unlikely to be anything worrying, however My GP said they would refer me to the breast clinic, which I received promptly.

After signing in, and a wait, I was then taken into the examination room. A very stern member of staff instructed me to remove my top half, put a gown on and lay on the examination table and the doctor would be in shortly. There was no "Hi, my name is.." etc. The doctor came in and lifted the gown, poked me and told me it was nothing. They didn't ask me any questions, about how long it had been there etc. I was then told to cover myself up and wait outside for an ultrasound. I was so nervous, and uncomfortable I couldn't even figure out how to tie the gown up.

In the ultrasound room, the two staff were lovely. They introduced themselves, scanned me, and when they saw that I was having difficulty tying my robe, one of them came up to me, reassured me, and then helped me.

After waiting in the corridor again, I was then ordered into the examination room, told it was nothing and then told I could go.

My overall experience I felt made to feel like I was wasting their time, and that I shouldn't have been there. I am very grateful that the lump was nothing, however the attitude toward me from both the initial member of staff and the doctor, I felt no compassion or respect, and as a nurse myself, I would never treat any patient how I was made to feel, regardless of their presentation. The ultrasound staff however were the total opposite, and I can't fault them whatsoever.

Story from NHS Choices

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Response from Glenfield Hospital

Dear reviewer,

We are really sorry to hear about your experience at our Breast Care Centre at Glenfield. It is not acceptable for our staff to make you feel that way. We would like to look into your concerns so we can improve our service for future patients. If you are happy for us to do so, please send me your details (name, address, date of birth and NHS number) - maggie.gaskell@uhl-tr.nhs.uk and I’ll investigate.

Thanks for taking the time to post your comment. Your feedback is important to us.

Kind regards,

Maggie Gaskell

Service Manager

Leicester's Hospitals

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