"Unimpressed with the level of care that I received..."

About: Coldeast Hospital

What I liked

The hospital itself is very nice, clean, modern and easy to get to if you drive. However, it's quite a long walk from the train station (15 mins) so it's not very well positioned for elderly patients or those will limited mobility.

What could be improved

My main concern is the quality of care I received at the hospital. My objective upon visiting the orthopaedic department was to obtain a thorough assesssment of my musculoskeletal symptoms and to find out how these problems can be treated or managed (I think this is fairly straightforward and not at all unreasonable).

However, the doctor I saw seemed to have a somewhat uncaring and reluctant attitude to my situation and made me feel slightly uncomfortable and as if I was wasting their time. This was not a very good experience because their negativity made me feel hesitant to ask the questions I wanted to ask and therefore overall the consultation was far from satisfactory.

Surely ensuring good quality patient care and treating patients with understanding and respect should be the number one priority of the NHS and patients should receive the treatment and service that they need and deserve.

Anything else?

With the increasing move towards rating hospitals and their performance in online score cards such as this I would have thought that providing patients with a good experience and level of care would be a number one priority.

I feel that the doctor I saw at this hospital needs further training in how to deal with patients in a more caring and professional manner. It's a shame because the hospital itself has the potential to be a good community-based facility.

Story from NHS Choices

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Response from Coldeast Hospital

Thank you very much for taking the time to share your feedback with us. I am keen to discuss your experience in further detail as I am always sorry to hear when a patient has not received the quality of care that we expect to provide as an organisation. Please feel free to contact me directly on 01590663089 or via email at hp-tr.Complaints@nhs.net.

Kind regards

Ben Prior

Complaints and PALS Officer

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