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Poor experience

Story from nhs.uk

"Poor experience"

About: Healthharmonie Limited

Attended for a dermatology appointment regarding a lump close to my eye. After a 40 minute drive to the clinic, I spent about 6 minutes with the doctor. They examined the lump and then informed me briefly that I would need a biopsy probably followed by excision. I asked for more information as I am aware of the risks due to the proximity to my eye, and also that there is a wide range of possible treatments. My questions were bluntly dismissed and no written information was given to me. The next day I downloaded the letter sent to my GP (I did not receive a copy) in which the doctor wrote that they had discussed the clinical findings with me and mentioned the procedure in depth together with the potential scarring that may occur. This was completely untrue. I expressed my concerns to my GP and requested to be referred elsewhere. The only good thing about this appointment is that I was there for such a short time I didn't have to pay for parking.

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Responses

Response from Healthharmonie Limited 10 months ago
Healthharmonie Limited

Submitted on 19/08/2024 at 12:58
Published on nhs.uk at 12:58

Dear Patient,

Thank you for sharing your experience with us. I am very sorry to hear about the lack of communication and detail provided during your dermatology appointment, especially given the important nature of the procedure and the proximity to your eye.

It is concerning to learn that your questions were dismissed and that you did not receive the detailed information you needed about the biopsy and potential treatments. It is also troubling that the letter sent to your GP did not accurately reflect your experience.

We strive to ensure that all our patients receive clear and comprehensive information about their procedures and that their concerns are addressed with the utmost care and attention. Clearly, we fell short in this instance, and I apologise for the frustration and inconvenience this has caused.

To address your concerns and ensure that you receive the necessary information and support, please contact our Governance team directly at hh.governance@nhs.net. We would like to investigate this matter further.

Thank you for bringing this to our attention. We appreciate your feedback and are committed to improving our services to prevent similar issues in the future.

HealthHarmonie Ltd

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