"bedside manner must be a thing of the past"

About: Hexham General Hospital

I attended the breast clinic today following a referral from my GP. I have never felt so dehumanised by a doctor as I did today. The consultant would not listen to me or answer my questions, they didn't take the time to find out why I was there or the specifics of my problem. The attitude and demeanour left me feeling I was wasting their time and I was dismissed with no answers, and feeling worse than when I arrived. I am astonished that a consultant dealing with patients who are dealing with a very worrying situation would be so flippant and unprofessional.

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Response from Hexham General Hospital

Dear Madam,

I am so sorry. It is hard enough attending an appointment of this kind without feeling like you haven't been listened to or respected. I was very shocked to read your review since our breast surgeons usually get such excellent feedback from patients.

Please know that we take this feedback very seriously indeed - we need to understand more about which member of staff you saw and why his / her behaviour was so unacceptable. Unfortunately I cant do this while you remain anonymous.

An excellent bedside manner is at the heart of high quality, compassionate care and I am deeply disappointed that we didn't achieve this for you. Please help us to respond quickly to your concerns by getting in touch with me on annie.laverty@nhct.nhs.uk many thanks , Annie

Annie Laverty - Director of Patient Experience

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