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Doncaster Same Day Health Centre 2023-09-06 Person 1 5 0

For the purpose of context, I received treatment from the ESAC team 25/08 meaning I needed wounded care services on the 26th and 27th (I was advised on 27th that I could ‘skip’ 28th and wait for my own GP practice) and then again 02/09 due to it being a weekend again. My first attempt to visit for wound care (26/08), I waited hours for a call back to only be told they couldn’t help me and that I had to attend A&E, who in turn made me go the urgent care unit. Both of these teams stated there was no good reason why I couldn’t have been seen at Cavendish Court. The doctor I saw at the urgent care centre asked if she could keep the door open during consultation, where was the respect of my privacy? When she asked to see the wound I began to remove my shoes so I could remove my trousers given that the wound is in my groin, when I began removing my shoes the doctor looked entirely horrified and asked what I was doing. I was going to show her the wound as asked. When I explained, she could not of looked more disgusted if she tried, leaving me feeling entirely embarrassed and rather vulnerable. When she looked at the wound every attempt to avoid re-packing was made, including that she had called Cavendish court to ask for dressings and it could be hours so I should just take a seat in reception, this is when I re-explained I already had the dressings in my bag. She used the incorrect tool and openly stated it was incorrect, at this point I had an anxiety attack due to the lack of understanding, basic care and compassion being provided in a time where I was feeling extremely vulnerable and as though I was just being surrounded by people who did not care. In total it took my entire day just to have a wound re-packed and dressed. My second visit (27th), again for wound care, I had to wait for a call back to determine if I was eligible for an appointment with a nurse. When I received this call I discussed that I felt I was presenting with an infection, I was then told I could have an appointment at 7pm with a nurse for wound care but that I would have to attend the urgent treatment centre at 1pm to see a doctor. Upon arrival at the urgent treatment centre I was made aware that there was no actual appointment and I had to wait my turn to be seen. The only saving grace for this day was that the nurse I saw for wound dressing gave me all the information that every health care provider previously had failed to do and the level of care she provided was truly outstanding. On my third visit, I was instantly booked an appointment (unsure why this varied from my second experience?) but after waiting for 45 minutes passed my appointment time I was told I was waiting my turn because there was no nurse on site so I had to wait until the doctor could see me. Despite my appointment already being with a doctor I was being pushed further and further down the list for no good reason. When I was eventually seen, the doctor explained that a chaperone was needed (understandable as he was a male doctor), the doctor waited for the chaperone (the receptionist) and then asked me to pop behind the curtain and lift my dress and remove my underwear, I explained that I didn’t think removal of my underwear was necessary as this had not been done at any stage (not even during the original procedure) and I would much prefer to keep my underwear on (my underwear had absolutely no impact on access to the wound). The chaperone, much to my horror, proceeded to stand at the bottom of the bed staring at my groin area (I found this rather undignified given that any other chaperone that has ever been present has always stood at the top of the bed). Furthermore the doctor was in fact quite rough and caused bleeding which although is it to be expected to a certain degree, caused enough for it to go on to the bed and for the wound to bleed for the next two days, which had not happened before. All I can say is thank the lord for my own GP surgery and the nurses there who have provided me with fantastic care accompanied with dignity and respect.

Provide consistent information and service, consider a patients dignity when chaperoning, do not misadvise about appointments, do not send the patient round the houses for a simple wound dressing, do not discuss as a GP to the chaperone that you were nipping to Sainsbury’s and asking if they wanted anything whilst changing a patients dressing, completely de-humanising the patient.