Stropzillas complaint letter about consultant, thanks to Rhinestone :)

[Stropzilla]

At the encouragement of other lovely MNers here, I've written a complaint letter. I'd appreciate some of you more wordy people out there taking a peek if you don't mind, and tell me if you think it's OK?

I am writing to complain about the treatment I received at X hospital on the 25th of January 2012.

I was seen by Dr. X. I'm 36 weeks pregnant and my baby has been breech the whole time. My last pregnancy resulted in an emergency caesarean and it was previously agreed that an elective C-section is suitable for me this time. The purpose of my appointment on the 25th was to determine a date for the C-section.

Dr. X entered the room, and confirmed that my baby was breech. He started writing in my notes and told me we'd discuss it later. It transpired he'd written that he was booking me in for an ECV at 37 weeks. He wrote this in my notes without discussing it with me. I asked him what an ECV was and he told me he would turn baby, then I could have a natural birth. I told him I was having a section, he glared at me and said "Well, we don't do requests". I said it's not a request, and explained that my previous was a section, and I had decided another section would be best for me. I thought I was there to set a date.

Only then did Dr X glance briefly at my notes. He became rather verbally aggressive, demanded to know why I wanted a section this time and snapped at me "So even if baby is cephalic you're not going to deliver naturally?" I was made to feel I had to justify myself. He spoke about the risks. I understand elective cesarean risks need to be explained, but risks of a VBAC and likelihood of ECV failure rates were never mentioned.

When I re-iterated I would be having an elective, and understoond the risks, Dr X stopped speaking to me at all and blanked me. He asked the attending junior to book me in for 39 weeks, referring to me as "her" at all times, then left the room, leaving myself and the junior to wonder if he was coming back. He did and I struggled to get up as is normal these days. Dr X stood over me, and demanded to know why I was limping. I informed him I wasn't limping, but 36 weeks pregnant with a breech baby! "Oh, sorry" he replied, although there was no sincerity. A little help getting up would have been appreciated rather than to be watched struggling.

I'm extremely concerned that Dr. X obviously hadn't even glanced at my notes and made an assumption that it was either my first baby and/or all was normal. I am also very angry that he wrote in my notes that I would be having an ECV as he did not seek my informed consent for this.

I am unsure why I was questioned in the manner I was; this was my third appointment to discuss my situation. I'm upset over the aggressive way he spoke to me and made me feel vulnerable and ashamed of my decision. I had been feeling very hopeful with regards to my elective c-section. I had struggled with the decision and despite complications to my pregnancy including hypermesis gravidarum and possible placenta previa, and had felt supported and listened to by my medical team. This incident has changed all that and I now feel anxious and that I have failed in some way.

Furthermore, I have since researched the ECV procedure, and found out you shouldn?t have an ECV if your uterus isn't the right shape; mine isn't which I know from a previous scan.

I would like to institute a formal complaint against Dr. X and request that he plays no further part in my care. 

I would like to state that I have previously been very happy with the high standard of care I have received at X Hospital and I would also like to pay special tribute to the nursing / midwifery staff who have been unfailingly kind, understanding and reassuring.

Thank you for taking the time to consider my complaint and I look forward to hearing from you.

Yours Faithfully,
Mrs Stropzilla.

I feel it's too long, but cutting bits out might affect how it comes across?

I think it comes across excellently. You have been factual throughout, yet stated clearly and not over emotionally how this experience has made you feel, including the fact that this one 'doctor' has tainted your previously high opinion of staff at the hospital.
Do you have any other further requests from the hospital? You have stated you expect him to have no further part in your care, but what about amending your notes, and do you want a formal apology from him?
Well done - a difficult letter to write at an emotional time! x

I have no idea what else I should expect to be honest! Either this was a one off, in which case he'll be told to be more aware, or if others have complained I would hope he'd recieve some sort of sensitivity training. Rhinestone did suggest another appt with a different consultant but I don't really know what that would achieve. I got my c-section date in the end even though I had to fight for it. I got my answers from the lovely midwife at the time of booking, and it's just his attitude that's upset me and I really don't want to deal with him again.

I would actually put something about the word 'elective' being somewhat misleading. It is a planned section for medical reasons (breech + previous cs)!

Hi, great letter!!! well done & not too long. You have every right to complain about how you were treated & spoken to. There are too many consultants & Doctors out there who think this type of behaviour is acceptable just because they have some letters after their name!!
You are more than entitled to ask for your ELC it is YOUR babies & your own health that they are playing with. Good Luck x

That's a good point, thank you AlpinePony. Have just spoken to someone else who told me there's no point complaining, the medical profession will all stick together and I'll just get a bad name. I should just leave it apparantly.

Dont leave it!

You have a valid complaint, which needs to be addressed.

"Get a bad name"? For expecting someone of consultant level to know what they're talking about? How ridiculous.

Don't leave it!! Not everyone sticks together - nursing and midwifery staff often have their own strong opinions on consultants (as do junior doctors). It's unlikely he's going to advertise your complaint to his other colleagues so I don't see how it could get you a bad name.

It's important that you can switch consultants, and also that his 'bedside manner' gets a bit of a once over so he doesn't upset any other pregnant ladies (or force treatment on someone less confident to defend herself!)

It needs to be a little more dispassionate - not 'he blanked me' or 'he glared at me' or 'I was made to feel', it would be fine to say 'I feel X' though. The more emotional it is, the more you risk them saying 'I'm sorry that you felt that Dr Twat did X patronise patronise blah blah blah'.

I also can't see from the letter where he made an assumption that it is your first baby, you might need to state this bit more clearly.

P.S. I have heard great things about PALS so I'd start by sending your letter to them.

Combine thanks for that, I'll sort those feely type words out. I appreciate everyone taking the time and giving me feedback.

Definitely don't leave it! I used to work with a consultant that was a notorious dragon & got loads of complaints. While it didn't have any direct impact on her role, she was over looked for every promotion & generally disliked by her peers. It also helped support junior doctors who were brave enough to make a complaint against her.

No, don't leave it. I have worked in the NHS for many, many years and while the medical profession do stick together if a complaint is justified then so be it. You will probably find a couple of Nurses / Midwives who are grateful for someone highlighting what an arse he is. Can you imagine working with that attitude day in, day out??!!

Just to point out, elective is the correct terminology for a planned c/section - or any other surgery. For instance, if you were having planned surgery to say, fix a bunion, it would be called elective. You are electing to have it. Emergency means unplanned, so if you broke your foot and needed it surgically corrected, you would be having emergency surgery. C/Sections are elective, non-elective / emergency or immediate. Sorry if that sounds picky, but you have used other medical 'jargon' in the letter (i.e. cephalic) so if you are going to use it, I think it is important to use it correctly.

Good luck :)

Suzy x

Its a great letter.

I'd miss out this bit, He did and I struggled to get up as is normal these days. Dr X stood over me, and demanded to know why I was limping. I informed him I wasn't limping, but 36 weeks pregnant with a breech baby! "Oh, sorry" he replied, although there was no sincerity. A little help getting up would have been appreciated rather than to be watched struggling. as although it must have been humiliating and shows he's a prize twat, sounds a bit peevish. Perhaps rewrite as per combineharvester's suggestions.

Do send the letter - it's very well written.

My Mum has written to complain about treatment she received from a consultant at her local hospital, she sent it to the department and sent copies to the consultant, the hospital admin and her GP. She got a great response from the hospital and even the consultant wrote back with an apology, so don't worry about any bad feelings.

Agreeing with snoozywoozy, often if colleagues think it is ok to speak to patients like that, they are even bigger tw*ts to work with. Often staff don't feel comfortable in complaining about a colleague (not necessarily right) and are keen for patients to do so.

I will always explain the complaints procedure to someone and encourage people to do so as it improves services - doesn't always have to be a negative thing.

Days are gone of consultants acting as gods, I already know of one who has been removed for bad behaviour.

Your letter is good, it should be sent even if it means that you dont have them involved in your care.

BRILLIANT letter. Let us know how you get on.

strop, in your second para you say "it was previously agreed that an elective C-section is suitable for me this time" - could you say by whom, and when? (i.e. name of doctor/consultant)

In the third para you slightly contradict yourself and say "I had decided another section would be best for me". I think it would be better to make it so that the decision doesn't seem to be yours alone (if that's truly the case).

In the para about your uterus not being the "right shape" for an ECV, could you use the medical term so that they know you know what you're talking about? (We know that you do, but it helps if you don't give them any "out".)

Generally I'd try to avoid the passive tense, as it can make what you're saying sound less direct and forceful and also takes the responsibility away from him e.g. in fourth para you say "He spoke about the risks. I understand elective cesarean risks need to be explained, but risks of a VBAC and likelihood of ECV failure rates were never mentioned." Could you say instead "I understand elective caesarian risks need to be explained, but he never mentioned the risks of a VBAC or the likelihood of the ECV failing". (My italics!)

Agree with combine that you should try to make it a bit more dispassionate. The issue here is of negligent care (that's putting it a bit strongly perhaps, but you know what I mean) rather than just a poor bedside manner. You need to flag up the dangers that this guy's approach poses, to you and other pregnant women like you.

HTH! Let us know how you get on :)

Fab Letter. Send it just how it is