My Negative Patient Experience As A Nurse

“Familiarize yourself with your patient rights and responsibilities. Knowing what you're entitled to can empower you to address negative experiences effectively.”

At some point, we will all find ourselves seeking medical help- rather than being the ones helping. But this is not always a straightforward process. In this article, an anonymous nurse details their negative experience as patient and shares their advice on what you can do if you’ve also been affected by similar issues.

As a qualified nurses, often times we are the ones giving patient care. But what happens when you’re on the receiving end and have a negative experience? Well, this is what happened to me, and it was a traumatic and frustrating incident. At times I was genuinely thinking, “Is this the same NHS I worked for?”

My Experience

To keep things brief, I felt as though I was not listened to and that my symptoms were constantly being dismissed. This went on for 2-3 GP appointments and even when I requested certain interventions to be completed, I was told no. I was horrified that they would decline a blood test, which then led to me seek a second opinion from a consultant I worked with previously. He was concerned about the symptoms and suggested a blood test but due to the GP not putting this forward, our hands were tied. This, unfortunately, meant I had to endure a hospital stay, needing surgery and 2 blood transfusions.

Upon reflection, this overall experience frustrates me further as all of this happened in a matter of six weeks. There were many healthcare professionals involved, but as the first clinician did not take my symptoms seriously, the other subsequent clinicians were reading the same notes and telling me that what I was going through was ‘normal’. Even now, one month after the whole ordeal, I still get frustrated and want to know why it took so long for anyone to take me seriously.

What To Do If You Have A Negative Patient Experience

Experiencing a negative situation as a patient can be distressing, but there are nine steps you can take to address the issue and seek resolution.

1) Express Your Concerns And Speak To A Patient Advocate

Many healthcare facilities have patient advocates who can help address your concerns. They can act as intermediaries between you and the healthcare provider, helping to resolve issues and ensure your rights are upheld.

If you're comfortable, communicate your concerns directly with the healthcare provider involved. Calmly explain the issues you've encountered and ask for clarification or resolution.

2) Seek A Second Opinion

If you're unsure about a diagnosis or treatment plan, consider seeking a second opinion from another healthcare provider. This can provide you with a fresh perspective and additional information.

3) Review Your Rights

Familiarize yourself with your patient rights and responsibilities. Knowing what you're entitled to can empower you to address negative experiences effectively. The Charter of Rights and Responsibilities summarises what you are entitled to when you use an NHS service. The Charter also delves into the NHS complaint process and how to receive advice and support.

4) Contact The Patient Relations Department (PALS)

Hospitals and clinics often have a patient relations or patient experience department that you can contact to voice your concerns and seek assistance. The Patient Advice and Liaison Service (PALS) offers confidential advice, support, and information on health-related matters. PALS can help you come to a resolution and can also give you information about support groups and even how to access independent help.

If you have complained to the organisation and they have not acted appropriately or fairly, you can take the complaint further by using the Ombudsman service. If they believe your complaint was valid, they can issue recommendations for the organisation to put it right; this can include explanations, apologies, and recommendations on how to improve and learn from this experience.

Familiarize yourself with your patient rights and responsibilities. Knowing what you're entitled to can empower you to address negative experiences effectively.

5) File A Complaint

If your concerns are not adequately addressed, you can file a formal complaint with the appropriate regulatory body or healthcare organization. They can investigate the matter and take necessary actions.

6) Document Everything

Keep a record of all interactions, appointments, treatments, and communications related to your negative experience. This documentation can be helpful if you need to escalate the situation. It’s a good idea to document times/dates of appointments, who they were with, what happened, what was said by patient and service provider. When taking a complaint further it can be daunting however, if you have documentation, it would be easier to put together a time frame and provide evidence.

7) Mediation And Getting A Legal Opinion

In some cases, mediation with a neutral third party can help resolve disputes between patients and healthcare providers.

If the negative experience has led to serious harm or medical malpractice is suspected, you might consider seeking legal advice to understand your rights and potential recourse. Please understand that legal cases can be lengthy and can also bring up trauma. However, with that being said, I believe everyone should advocate for their rights. We are all entitled to safe and effective care.

8) Reflect On Your Options

If the situation is not resolved to your satisfaction, you might consider finding a new healthcare provider who better aligns with your needs and preferences. It is important to note that not all complaints will be in your favour, and you may still be left dissatisfied with the outcome. In cases like this you will need to reflect and review what the next step would be. This can include a new clinician, or new healthcare provider.

9) Self-Care And Support

Finally, it is vital to focus on your well-being by practicing self-care and engaging in activities that help you relax and manage stress. This can include exercise, meditation, spending time in nature, or pursuing hobbies.

You could also reach out to friends, family members, or support groups to share your experience. Talking to others can provide emotional support and help you navigate the situation.

Remember That Your Voice Matters

It's important to advocate for your own well-being and quality of care. Seek resolution in a respectful and constructive manner, and don't hesitate to escalate the issue if you feel your concerns are not being addressed appropriately.

Comment below if you have your own patient experience story you want to share.