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I left feeling angry and upset.

Posted By mayhj89

"I left feeling angry and upset."

About: Bass Coast Health

(as the patient),

I visited Bass Coast Health (BCH) in Cowes recently for the first time. The wait was around 1 hour which is fine and the nurse I spoke with was lovely and efficient. Unfortunately, the doctor I saw, in my opinion, was cold, disinterested and condescending. I came to the doctor with symptoms of a headache, blurred vision and nausea which I have had for 7 days. Firstly the doctor told me to just manage it with panadol and almost scoffed when I suggested further investigation. They actually asked me, what do you want me to do... I came away from this interaction angry and upset vowing never to return.

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Responses

Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 16/04/2019 at 3:28 PM
Published on Care Opinion at 3:45 PM

picture of Jan Child

Dear mayhj89,

I am so very sorry that you had this experience. Not at all what we would expect. I would very much appreciate it if you could call me on my mobile (0472846355) to let me know the time and date so that I could follow up with the doctor. I would like to thank you for taking the time to provide us with this feedback.

Many Thanks, Jan.

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Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 26/04/2019 at 6:34 AM
Published on Care Opinion at 9:02 AM

picture of Jan Child

Dear mayhj89,

I just wanted to follow up and say thank you for speaking with us about your experience. We agree that your interaction with the doctor involved was not in keeping with our expectations. As discussed with you on the phone, we have taken action to ensure that your experience is not repeated. Our Chief Medical Officer provided counselling to the individual doctor and the locum agency about our expectations of how we go about our work; we have also made arrangements to ensure that this locum doctor will not work with us again. I hope you will reconsider your vow to never return - we have used your feedback as an improvement opportunity and as a local community member, I would like to reassure you that we are truly committed to providing the community with a safe high quality service. Thank you once again for taking the time to help us improve.

Kind Regards, Jan.

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