"Not impressed"

About: Southmead Hospital

I attended ward 31A on Friday 19 August 2016 and Endoscopy (gate 13) on 22 August 2016. Ward 31A had staff encouraging you to eat and drink despite this being inappropriate. Despite being asked to attend Endoscopy the previous Friday at approximately 4.10pm I was treated as an outpatient instead of an emergency for some reason. It appears that there were no notes available for my previous Friday's attendance. I was not advised beforehand that I would need to be accompanied should I elect for a partially sedated procedure. I found the consultant aloof, condescending and dismissive of my concerns treating my questions flippantly and with contempt. I did not undertake the endoscopy procedure largely because of the consultant's behaviour.

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Response from Southmead Hospital

Dear Anonymous – thank you for your feedback about your experience on ward 31A on Friday 19 August 2016 and the Endoscopy Department (gate 13) on 22 August 2016.

I am sorry to hear that Ward 31A had staff had encouraged you to eat and drink when this was inappropriate and for any distress this caused.

I regret that your appointment at the endoscopy unit ward 13A of yesterday afternoon did not proceed as you expected. Any notes from your previous A&E visit will have been available to the staff via the electronic patient records system as physical notes following A&E visits are no longer created. I am sorry if this was not explained to you at the time.

Clearly there was a problem with communication and I am disappointed to learn you were not advised beforehand that you would need to be accompanied should you have elected for a partially sedated procedure. I also regret that you found the consultant’s attitude unsettling and you feel you were treated with contempt and that as a result you decided not to undertake the endoscopy procedure. We would be happy to investigate further if you supply your details to the following email address quoting reference NHSC41 – complaints@nbt.nhs.uk

Please be assured your comments have been already been fed back to the endoscopy team to ensure lessons are learned from your poor experience.

Kind regards - Steve Sykes

Advice and Complaints Team

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