Share review of Glan Clwyd District General Hospital

Glan Clwyd District General Hospital 2017-09-06 Person 1 5 0

Patient had appointment with the Patient Experience manager, (Maggie Pearce). After raising the specific concerns Ms Pearce tried to dismiss the valid points raised. She was out of her depth in her role as manager of the patient experience. After much battling with her she finally went and got a colleague called Trish Roberts who on viewing the concerns raised realised the seriousness of them and asked what she could do to help fix them. It was discussed and agreed that an urgent appointment with a specialist doctor was required and that this appointment would be made as a priority of care. This was over two weeks ago. In the time that has passed since, the patient was sign-posted to Sian Cartright (patient liaison manager), who assured the patient that she was dealing with making the urgent appointment. The patient has not received any appointment as promised, and has contacted Sian Cartright on a number of occasions and was told that she would contact the patient with an appointment date. But as of September 6th 2017 the patient has still not heard anything and again contacted Sian Cartright via telephone. When the patient queried that Trishh Roberts had promised that the appointment and reason would be treated as urgent and as a high priority, the patient noticed that Sian Cartrights tone of voice and attitude had changed from being helpful to being obstructive, and she said to the patient "I am sure that everybody would think that their problems are high priority". This statement is unprofessional and a form of bullying towards a patient. Sian Cartright also discussed the patients concerns with another party within the medical profession without the written and expressed consent of the patient. This is a severe breach of patient confidentiality and trust, and is a breach of the Data Protection Act and data governance. The "have your say patient experience" is not open and honest as if you try to report something serious which needs highlighting the health board will not address the concerns and they will just brush them aside without any care. Given that Betsi Cadwaladr NHS Trust is in special measures, this awful treatment towards a patient for speaking out proves that absolutely nothing has changed for the better.