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"I did not feel an equal partner at the table"

About: Royal Cornwall Hospital (Treliske) / Same Day Medical Assessment (SDMA) Royal Cornwall Hospital (Treliske) / Surgical Admissions Lounge

(as the patient),

I was referred to the SDSA unit at Treliske following severe stomach pains the previous day.

The nursing staff were excellent, as was the doctor who gave me the initial assessment. I had blood tests and an x-ray.

My negative feelings result from the meeting I had with the consultant who discharged me.

They made me lie down so that they could examine me, and left me in this awkward prone position, whilst they began to talk about the results of the tests. I didn't get to sit up and discuss the problem eye to eye, which is now considered better practice. 

I was not shown the x-rays.

I felt they were not listening. When they told me I have constipation and I said I haven't, they just shook their head and said yes, you have constipation. I felt I was unable to ask relevant questions about this, such as the possible causes of the problem, and more detail about my symptoms.

I felt that they regarded me as a nervous individual who was over worried about my condition, when in fact I had been in a great deal of pain.

Most importantly, I was told they hoped I hadn't been googling my symptoms.

According to Ilene Kaminsky and Robert Joyce (2021),

'It doesn't reflect well on any medical professional if they are telling us not to get information. If healthcare providers want us, the patient, to trust them, we need to be an equal partner at the table. This builds trust.

And as partners in wellness, it is their responsibility to see to it that we have access to information. Suggesting that we are not to do our own research is not only ridiculous, but also impossible. We'll do it anyway and we won't come to them when we have questions for fear of reprimand. 

Not the healthiest outcome for either patient or physician.'

I feel it would be of great benefit in this online era if more members of the medical profession took this on board instead of reprimanding us for doing our own research. 

At this visit to the SDSA, I did not feel an 'equal partner at the table', but felt I was regarded as an individual who could not possibly understand the workings of their own body.

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Responses

Response from Jess Saunders, Outpatient Transformation Support Officer, Outpatient Transformation Team, Royal Cornwall Hospitals NHS Trust 10 months ago
Jess Saunders
Outpatient Transformation Support Officer, Outpatient Transformation Team,
Royal Cornwall Hospitals NHS Trust
Submitted on 24/06/2024 at 10:20
Published on Care Opinion at 10:20


picture of Jess Saunders

Dear apriljn49,

Thank you for taking the time to share your story with us. Firstly, please let me apologise for the delay in responding to you on here, we have been doing some background work to ensure this has been shared with the appropriate team for reflection.

I am so sorry that when you were left in a position that compromised your dignity and made you feel awkward, that you were then treated with a lack of respect by not being involved in the conversation about your body and symptoms. Then only to be told they hoped you had not been conducting your own research into your condition via Google, I can understand how frustrating and upsetting this must have been for you.

I am disappointed that all of these factions made you feel as if you were regarded as a person who was nervous and over worried when actually you were in a great deal of pain which led you to ultimately feel as if you were not an 'equal partner at the table'. This is not the level of care that we aspire to at the Royal Cornwall Hospitals NHS Trust. If you would like to raise a complaint, you can do so by using the contact details below:

Telephone: 01872 252793

Email: rcht.patientexperience@nhs.net

As I have said previously, we have already shared your feedback with the team who would have overseen your care for reflection and comment, asking that improvements are made to communication and patient care.

Thank you again for taking the time to share your story with us, I am sorry that on this occasion, it was not a completely positive experience, acknowledging your kind words about the Nurses and Doctor who saw you initially.

Best wishes,

Jess

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