A Patients Experience – Would you complain?


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A patients experience is such an important event be it an appointment at the Doctors Surgery, an outpatient’s appointment or a stay in hospital. Every patient should be treated with respect.

So why is it I hear of such horror stories – few I am pleased to say, but the few are few too many.

Every patient should be treated with respect. Lets face it everyone single one of us are “patients” at some time in our lives.

“Treat people as you would expect to be treated”

Sadly I heard of an experience that I certainly would not like to face let alone any member of my family. This happened to my friends mum recently in our local hospital.

My friend’s mum has recently had major surgery; she is in her 70’s and has a stoma bag as a result of her operation.

As you can imagine she is struggling in many ways to come to terms with this, getting over a major op, being away from her home and the environment that she has known for so many years and of course the fear of what lies ahead, the results from the op she is yet to be given. Her world at this moment in time has just been turned upside down.

This woman has only ever been in hospital to have her children, so operations, and hospital procedures, follow-up appointments, hospital staff and patient care is all very new to her.

My friend took her mum to outpatient’s appointments where a nurse attends to the stoma bag. They have always been treated with respect, and the care has always been good, as it should be – until the other day where they experience was far from “good”.

The nurse that dealt with my friends mum was far from gentle, hurting her as such took off the stoma bag, ignoring the patient as she winced in pain. My friend has to say something to the nurse.

My friend noticed that the nurse didn’t have any gloves on, she asked why she wasn’t wearing any and the nurse replied that she “didn’t like wearing them”

On taking off the stoma bag the nurse screwed up her face and made a comment about the smell – the patient was made to feel so embarrassed. My friend felt awful for her mum sharing her embarrassment.

The nurse stood there arching her back complaining that it was sore, and how she had been on her feet “all morning” – it was only 11.00 am.

The nurse then asked the patient what treatment she was having for her “cancer” – she looked at her daughter with panic on her face – the look asking, “have you not told me something”? The patient has not yet had the follow-up appointment with the consultant and as yet not had any results. She and her daughter are now convinced that the nurse seen something on her records.

My friend was far from happy about the treatment her mum received, but the fear of a complaint coming back at her mum while she is still receiving treatment has made her reluctant to speak to someone regarding this awful treatment.

She fears that if she complains about the attitude of this nurse that her mum might suffer because of it. She asked me what I felt she should do – I told her she had to do what she felt was right, I didn’t feel that I could put my hand on my heart and say by complaining that this wouldn’t come back on her mum – and how very sad is that.

It is important that people should have the freedom to share their concerns, and when they do that they are dealt with appropriately and in confidence and made to feel that they or their family will not be treated in any way different by doing so.

Each organisation should therefore have a good system put into place for such incidents. To have appropriate systems in place to deal with staff that have had a complaint made against them. To then follow the complaint through and if needed further training identified for member of staff concerned.

No one should ever be made to feel uneasy by speaking up – they should have the right to be heard.

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2 thoughts on “A Patients Experience – Would you complain?

  1. Oh that’s awful. And even more awful that people fear a vengeful comeback. I have never experienced anything like this as a patient or a patient’s friend. If I doled that sort of attitude out to frightened vulnerable people it would be time for someone to sack me.

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