My official complaint is as follows.
‘I wish to make a formal complaint regarding my recent appointment with a new member of the blood-taking team in the RATS section at Derriford Hospital.
I attended my appointment expecting the same professional and understanding care that I have consistently received from the regular members of the team. Unfortunately, my experience with the new staff member was very different.
As a patient, I asked several questions before my blood was taken. I ask questions because it helps me understand what is happening and reduces my anxiety. Rather than answering my questions with patience and professionalism, the staff member appeared irritated and dismissive.
While I was still present, I heard her asking other members of staff, “Why is he asking?” and stating, “I know my job.” Instead of responding appropriately herself, she questioned my behaviour in front of colleagues. The regular members of the RATS team explained to her that I was the patient and that I have autism and learning difficulties, which is why I ask questions and need clear explanations and reassurance.
Despite this, I was left feeling embarrassed, judged, and upset. Her attitude increased my anxiety to the point where the regular members of the team had to step in to reassure me and help me calm down. I would like to express my sincere thanks to those staff members for the compassion, professionalism, and understanding they showed me during a very difficult situation.
I have always received excellent care from the regular RATS team, who have consistently treated me with dignity, respect, and kindness. This experience was completely out of keeping with the standard of care I have come to expect from the department.
I believe all patients have the right to ask questions about their treatment without being made to feel like an inconvenience or being discussed negatively in front of other staff. As someone with autism and learning difficulties, I rely on staff communicating with me in a respectful, understanding, and patient manner. I feel this did not happen during this appointment.
I would appreciate it if this complaint could be investigated and if appropriate action could be taken to ensure staff receive appropriate training and reminders regarding respectful communication, awareness of neurodiverse patients, and the importance of maintaining patients’ dignity at all times.
I am making this complaint in the hope that no other patient has to experience the same treatment that I did.’
I await a response now and will update the blog later on.
