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A story about how a successful outcome doesn’t guarantee a positive patient experience

The following is a story that was recounted to me by a friend, let’s call her Jasmine, about a recent visit to a local hospital. Jasmine woke up one day with a buzzing in her head and an overwhelming feeling of vertigo. After a couple of visits to her local Doctor she was referred to a specialist neurologist at a local hospital. Arriving at the hospital she was directed to the neurology department waiting room, where she waited to see the doctor. While there she noticed a number of posters on the wall depicting pictures of brains and cancerous growths, encountered a prisoner attached to prison warden and overheard a cancer patient (they had their head all wrapped up) on the phone to their hospice pleading for more chemotherapy drugs. Still suffering from the overwhelming feeling of vertigo these elements didn’t allay any of her anxiety before seeing the doctor. However, she waited patiently and when it came to her turn she was invited into the doctors room. On entering, she noticed a junior doctor sat in the corner of the room. The junior doctor was introduced to her, Jasmine agreed that it was OK for the junior doctor to …

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A story about how a successful outcome doesn’t guarantee a positive patient experience

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