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Worst hospital service I've had

Story from nhs.uk

"Worst hospital service I've had"

About: West Cumberland Hospital

I went to x ray and will be complaining if I can find the link.

I have a balance problem following subarachnoid heammorhage years ago. On the way to the room very anxious I asked if a chair would be available and was relieved to hear yes.

I'll skip some detail but my explanation that I give, usually quite distressed because I don't like to admit it is 'I can't stand for any length of time because I have a balance problem,

I'll need a chair'.

I explained this from the chair in the room with comments like 'can you not walk', well how did you get down the corridor then?', 'yes we can do it sitting down but not for mobile people'.

When in desperation I said that's 5 times I've explained another girl was brought in. Inbetweeen the next few statements where I managed to explain the position a bit better she said to the first one ' can she not walk then?', the other replied ' apparently ' in a sarcastic fashion.I noted again when I'd been through the loop 7 times.

To be fair the second explained the drawbacks of sitting down if trying to see the heart and I explained the lungs and she found a solution.

I was shocked and dissapointed by that behaviour. I'm not going to sit and lie about a problem like that and I don't expect to have to give the full detailed history.

I suggest you look at some behavioural coaching for those in that position.

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Responses

Response from West Cumberland Hospital 5 years ago
West Cumberland Hospital

Submitted on 21/01/2019 at 09:18
Published on nhs.uk at 12:07

I am very sorry that your attendance in the radiology department was less than welcome. I totally understand that this experience must have left you feeling very frustrated and upset.

Rudeness is never acceptable even when the staff who are present are under pressure in such a busy department.

Our staff work very hard to care for their patients and it is of great concern to learn that some members of staff have been less than empathetic to your health needs.

Your concerns re the attitude of staff members who were sarcastic about your mobility do warrant further investigation but whilst your contact remains anonymous this is difficult to investigate.

If you would like this matter followed up further please contact our PALS service with your contact details.

The PALS team act independently when dealing with the concerns of patients, carers or visitors and can help negotiate prompt solutions on your behalf. Where your issues are complicated, PALS can listen and advise you about the NHS complaints procedure if appropriate.

They can be contacted on

• 01228 814008 between 10.00 and 15.00, Monday to Friday

• E-mail PALSCIC@ncuh.nhs.uk

• 01946 523818 between 09.00 and 14:30, Monday to Friday

• e-mail to PALSWCH@ncuh.nhs.uk

In the meantime I will share your comments with the manager and matron responsible for Radiology and ask them to make the staff aware that their attitude and demeanour really do affect how patients feel when they are attending hospital either as in-patients or out-patients.

Please accept my sincere apologies for your stressful experience.

Alison S-D

Patient experience

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