"I was seen at a number of differnt ..."

About: Royal Derby Hospital

(as the patient),

What I liked

I was seen at a number of differnt departments in Nov 2009 - A&E, GAU, Ward 209 and General Theatres and the staff, with only one exception, were incredibly kind and supportive during what was an extremely difficult time for my husband and me. I cannot thank the staff in GAU enough for the kind and gentle way they helped me through my miscarriage, explaining my options to me and allowing me to make decisions about my care for myself.

What could be improved

On arrival to A&E I explained to the receptionist that I was pregnant and had had some bleeding and was very concerned (this was underlined by the fact that I was sobbing and clearly extremely distressed at the time). The receptionist just smiled and asked if I was excited? She then turned to my (also clearly distressed) husband and asked if he was ready for sleepless nights? We both felt that this was incredibly insensitive and inappropriate. No I was not excited, I was terrified that I was losing my baby - which I then went on to do. It is dissapointing that this was my introduction to care at the RDH, especially when the rest if the care I recieved was so fantastic.

Story from NHS Choices

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Response from Royal Derby Hospital

Thank you getting in touch, we are pleased to hear that most of your recent experience at the Royal Derby Hospital was positive, however, we would like to apologise for any inappropriate comments that may have been made in our A+E. None of our staff intend on making patients feel uncomfortable; we are incredibly sorry to hear that this was the case. I have passed on your comments to the department and I can assure you that the issue you have raised will be addressed.

If you would like to discuss your experience in more detail our PALS team would welcome your feedback. Freephone 0800 7837691.

J. Roberts, Communications

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