This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Felt like an ultimatum

Posted By Kingofrules

"Felt like an ultimatum"

About: Royal Derby Hospital / Trauma and orthopaedics

(as a service user),

In November 2017, I was due to attend a clinical outpatient appointment to which I had the date of in advance, unfortunately my grandmother died at the hospital to which was then treating me and my mother had not realised this was on the day the funeral was arranged, the department concerned said I should then go back to the GP and get a re-referral. 

I said to them, why are you not being compassionate or caring? 

Why would you want to cause me further upset or distress? 

The times clashed so I had to choose between either or, I did speak at my grandmothers future and I did attend the appointment which went well. 

However if I had given my photo to the local newspaper this would have been on the front page of the Derby Evening Telegraph. 

This is not a way to behave or to treat a patient at such a difficult time or is it? 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Customer Services Co-ordinator (PALS), University Hospitals of Derby and Burton NHS Foundation Trust 5 years ago
University Hospitals of Derby and Burton NHS Foundation Trust

Submitted on 17/07/2018 at 15:22
Published on Care Opinion at 16:07

Good Afternoon

Firstly, I would like to offer my sincere condolences for the loss of your grandmother.

I am sorry that you felt there was no compassion when you called the department to let them know you were unable to attend due to a loss in the family. Also, I am sadden to hear that this made you feel further upset, on which was already, a hard time for you.

In order for me to share your experience with the department’s manager, I would need to know which area your appointment was booked with. It would also be helpful if you would be willing to provide your details in order for the manager to look into this further to ensure some learning comes from this.

I would like to invite you to discuss the matter further so that we can take your concerns forward. Please contact the Patient Advice and Liaison Service (PALS) on Freephone 0800 7837691 or 01332 785156, we are open Monday to Friday 09:00 to 5:00 and outside of these hours the answer phone is in operation. If you would prefer to email please use, dhft.contactpals@nhs.net. You can attend the office without an appointment or ring for a specific date and time if that would suit better.

Kind regards

PALS Team

Opinions
Next Response j
Previous Response k