"Treated as though I was not present!"

About: Medway Maritime Hospital

The procedure was fine.

I am sure it was done expertly and I am very grateful for the work that the doctor and the nurse did.

And it was all done very efficiently.

My only concern was the way in which they treated me.

The receptionist was pleasant and polite.

However, the doctor did not introduce themselves and did not seem to take account of how nervous I might possibly feel about the procedure.

Although the doctor answered my questions, I experienced them as dismissive.

The nurse did not introduce themselves and did not say anything about their role, or offer any support.

Instead the doctor and the nurse made casual conversation with each other about a range of personal subjects, including past patients that had been treated when things had not gone as well as hoped, throughout the 40 minutes or so I was in the operating room.

I was treated as though I was not there.

If I asked a question, they would interrupt their personal discussion for the doctor to answer my question, only to return to their chatter again.

I thought this was very disrespectful.

It seemed that they are so used to the work they do that that it is probably boring for them to engage the patient.

But for me, this was the first time I have been in this type of surgery and it was slightly unnerving.

I had hoped to be treated a bit more like a person, rather than just a body undergoing a procedure!

Perhaps a bit of customer care training for them would not be amiss!

Story from NHS Choices

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Response from Medway Maritime Hospital

We are sorry that the care you received was not of the quality that you would expect.

We would like to look into your concerns in more detail but will require some more information from you first. Please can you contact our PALS Team on between 9am and 5pm Monday to Friday, by phone on 01634 825004 or 01634 830000 x5793 or by email at Pals@medway.nhs.uk

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful