Tom Goodfellow

Tom Goodfellow is a consultant radiologist at University Hospitals Coventry and Warwickshire NHS Trust

We can learn from Dr Thomas Barnardo and his ilk

By Tom Goodfellow - 31st January 2012 3:23 pm

The wife and daughter, in response to their post-Downton Abbey withdrawal symptoms, have started watching on Sunday nights the BBC adaptation of Jennifer Worth’s memoirs, Call the Midwife. This is based on her experiences in the East End of London in the 1950’s.

I watched last night’s episode with them, but then wished I hadn’t because of the memories it evoked. It featured Jennie, working as a district nurse, visiting an elderly man who was housebound with leg ulcers and living alone in a tenement flat. He was dirty, smelly and the flat was foul and infested with vermin and insects. The heroine was appropriately disgusted, but her innate goodness allowed her to overcome her middle-class feelings of revulsion and she became his friend.

Television always sanitises things, but the episode brought back the memory of events when I was a medical student at The London Hospital in the late 60’s, admittedly nearly a couple of decades later than the story, so things had started to change.

The first event was a request from a social worker to see if a group of us would volunteer to clean up the flat that belonged to a couple in their fifties. The man had summoned an ambulance to his partner and they found her cold dead in the bed, probably for several days, with a fungating untreated breast cancer. He was lousy with infected ulcers and was taken into hospital for treatment.

The one room they inhabited stank, and even after 40 years the memory of it makes my gorge rise! It was a scene far worse than any horror movie. Their four cats had been removed by the RSPCA, but the floor was covered with cat excreta. Electricity had long since been cut off and we used candles and torches for light. There was utter filth everywhere with greasy unwashed dishes strewn around the room and old rotten food on the table. None of us dared go near the bed which was a festering pile of verminous rags.

It was really a job for environmental health, not a bunch of naïve medical students. We did our best but made little realistic difference to the place. I came away mystified as to how a couple could descend to such utter degradation in the second half of the twentieth century. What had happened in their lives to render them so incapable of either caring for themselves or seeking help from others? What was their story; there would be one? Surely something could have been done to prevent that lady dying in such total darkness and despair?

The second event occurred the same year as some of us were wandering round the derelict areas of Stepney in the East End one warm summer’s evening. We came across an old building with boarded up windows but which had obviously been an institution of some sort. Above the door was engraved the words, “Dr Barnardo’s Home for Children. No Destitute Child Ever Refused Admission”.

Converted to Christianity at the age of 16, Thomas Barnardo believed he had a calling to be a missionary doctor in China. However when he began his studies at my alma mater in 1866 he discovered that his mission was on his own doorstep. The rest is history.

I learned a number of important things that warm summer so long ago. That compassion is more than just sentimentality, it frequently requires rolling up your sleeves and getting very dirty. That to be an empathic doctor requires at least some attempt to understand the complexities and perversities which govern people’s lives. And that one person with vision and commitment can make a difference to lives that seem blighted beyond hope.

These days the press is full of stories about indifferent doctors, uncaring nurses and neglected patients. Sadly many of these stories are true. We, in the modern NHS, would do well to reflect on the life of such people as Dr Barnardo, and many other similar pioneers whose love, faith and commitment helped so many.

Perhaps we will regain our soul!

Have politicians ‘gelded’ the medical profession?

By Tom Goodfellow - 5th January 2012 1:17 pm

His behaviour was becoming increasingly atrocious. He would kick, bite and refuse to do what he was told. He was always answering back and when there were females present his interest in them became embarrassingly obvious. It was clear that surgery was the only answer.

On the appointed day getting him sedated was a nightmare. However finally the needle slipped into the vein and the midazolam hit the spot followed by an appropriate slug of local anaesthetic. The procedure was a bit of a struggle, but after a few minutes the vet tossed the first testicle onto the stable floor, followed shortly by the second and the operation was deemed a success.

As the vet rinsed the gelding irons under the tap I showed the ‘orchids’ to a couple of builder’s lads who happened to be on site. One of them went pale and muttered “poor little bugger”, while the other reflexly placed his hands across his crotch in a defensive manner.

Over the next few weeks as the surging hormones abated our would-be little stallion metamorphosed into a sprightly co-operative gelding. (He has just been broken and is now up for sale, 12.2 New Forest, chestnut, suitable for an enthusiastic young rider. So if you are interested…Sorry Ed, but I couldn’t resist a free advert.)

Over the years politicians of all parties have regarded the medical profession with a great deal of suspicion. We are potentially a powerful testosterone-fuelled bunch, and they know it! I heard Ken Clarke, currently justice secretary but previously health secretary, remark on Radio 4 that the doctors were the hardest group he ever had to deal with.

The last time that there was serious confrontation involving industrial action was the junior doctors’ dispute in 1975 when Barbara Castle was in charge. The issues were pay, working conditions and a contract which would result in juniors working excessive overtime for 30% of basic pay (which would not arise in these EWTD days). It is argued that the industrial action was, in fact, counter-productive (although it is rumoured that we made Mrs Castle cry) but I prefer the personal account given by Dr Paul Goddard in his highly enjoyable polemic, The History of Medicine, Money and Politics.

But I am astounded that the current pension proposals, well outlined by the HCSA and more recently by the BMA have not roused the profession to utter fury. Since every penny of the huge increase in contributions will go simply to pay off the government deficits, it is in effect an additional super-tax on doctors. It is not even a stealth tax, it is quite blatant!

Yet when I speak to juniors about this it is clear that many have given the matter little if any thought. But to be fair I suppose it is hard to focus on pensions when it is 40 years in the future (or even longer under the proposed changes). Among many of my consultant colleagues there seems to be a feeling of quiet resignation; it is going to happen whatever we do so why waste time and energy making a fuss. Others quite clearly have fingers in their ears, tightly shut eyes and head deeply buried in the sand.  But when the brown stuff hits the pay packet I suspect that many will be deeply shocked.

For those within ten years of retirement the proposed ‘protection’ of existing rights seems designed to ensure that they will not rock the boat and risk losing all. And those who, following the pensions ‘choice’ exercise last year, decided to stay in the 1995 scheme with a view to retiring at 60 will suddenly wake up to the fact that the goalposts have shifted, and not in their favour.

It has long been the dream of our political masters to apply the metaphorical gelding iron to our professional nether regions, and I am becoming increasingly concerned that they have succeeded.

Hypocritical view of painkillers a pain in the neck

By Tom Goodfellow - 20th December 2011 8:49 pm

The old cervical spondylosis has been playing up recently, so while at my local Tesco I popped into the pharmacy to get a pack of my favourite pain killers. I find that a couple of Co-codamol usually does the trick. However the pharmacist evidently had other views.

“Have you taken these before?” I admitted that I had. “You know you are not supposed to take them for more than three days at a time.” I nodded.

“Are you taking any other medication?” I looked at the Christmas shoppers crowding around me and informed him that I was not too keen on discussing my medical history in public. “Well I can’t give these tablets to you unless I know”. I compromised by assuring him that I was not taking anything else containing paracetamol. But the interrogation continued.

“So why are you taking them?” Again aware of the growing interest around me I muttered that I had cervical spondylosis. “Can you speak up please?”

“Pain in the neck,” I shouted.

“So have you seen your doctor recently?” I answered in the negative, which was actually incorrect. The other weekend I bumped into him as he emerged from the local fish-and-chip shop with a guilty expression on his face; but I wasn’t going to tell this to the pharmacist.

“Well you really should see a doctor about this.” It was on the tip of my tongue to state the obvious, but I held back. I knew he would just respond by drawing himself up to his full five foot, four and tell me that I should know better!

“OK I will give them to you this time, but not in the future,” he finally conceded. At which point I totally lost my cool and advised him that he could shove his ruddy tablets up where the sun don’t shine, and that he was an arrogant, snotty-nosed little turd who should mind his own bloody business.

Well no, I didn’t say that, although I wanted to (Christian virtue can be so hard at times). I simply murmured my thanks and shuffled off, sensing his eyes boring malevolently into the back of my neck.

But as I turned the corner into the next aisle, before me was arrayed an endless vista of shelves loaded with every conceivable type of alcohol known to man. Wines, spirits, beers, liqueurs - like small children at a party all jumping up and down crying, “Chose me, chose me”. There was enough alcohol there to keep the England rugby team going for at least a week. So what will happen at the check-out?

“I see you are buying alcohol. Have you bought it before? Are you taking any other alcohol? You do know that you are only to take this in modest amounts? Why are you buying it, are you an alcoholic? Have you seen your doctor about this? I am not sure we should allow you to have this!”

Similarly the Christmas food: “I see you are buying double cream and full-fat soft cheese. Do you know this contains cholesterol which will block up your arteries causing your feet to go black, your heart to stop and your willy to shrivel up and fall off? Are you taking any other cholesterol? Have you seen your doctor about this?”

No of course that will not happen. On the contrary they will tempt you with half-price offers, BOGOF, slashed prices and giant economy multipacks. They will get local school kids (for charity) to help you pack it all and load it in your car. If you buy it on-line they will even deliver it to your house and load it into the fridge.

Not forgetting the packets of fags with their blunt mortality warnings Tesco are eager to sell us stuff which will pickle our liver, destroy our lungs, rot our brain and clog up our arteries without a qualm. Yet ask for a small packet of pain killers and sirens wail, alarms flash, security guards rush up and a big man with a taser gun says: “You want to buy what! Are you mad? Don’t you know that this stuff can be harmful if you take it for more than three days? Have you seen your doctor?”

Ah well, so much for the Nanny State.

Have a merry low-cholesterol Christmas and a very sober but happy New Year.

I’ve developed a nasty dose of disaster fatigue

By Tom Goodfellow - 4th December 2011 7:09 pm

I have just returned from a late Autumn break in sunny climes. While dozing on a sun-bed I was approached by a vendor who wanted to sell me an English newspaper. I immediately screamed, “No, no, no!”. I closed my eyes, put my fingers in my ears and chanted, “La, la, la, la - I can’t hear you.” Looking puzzled he went away; but I noticed he did a rather good trade among other holidaying Brits, flogging yesterday’s Daily Mail and Sun.

But what masochistic idiot, while on holiday, would want to read anything in a British newspaper these days, even comics like those two? Every page is littered with words like crisis, catastrophe, meltdown, austerity, calamity, disaster. In a ‘head for the hills’ sort of way the Governor of the Bank of England has just announced that banks should brace themselves to withstand the “extraordinarily serious and threatening” economic situation, although I suspect the concept of bankers “bracing” themselves is a euphemism; but let’s not go there!

It seems that the Germans would like to take over Europe (again), the Greeks are revolting (at least they will after lunch), the Iranians are planning Armageddon (if the Israelis don’t get there first), the Arab Spring has not yet sprung and Jeremy Clarkson is being, well, himself. In Iceland a huge volcano Katla is showing signs of an immanent eruption which is likely to make the eruption of  Eyjafjallajokull resemble a school firework party and, oh horror, the National Audit Office has discovered that the Care Quality Commission is “struggling”. Well there’s a surprise!

On 30 November nearly all our radiographers went shopping for the day (sorry, took industrial action) and the entire NHS, other than emergencies, ground to a halt. Actually it proved to be a rather nice time in the department - no hassles and I caught up on lots of gossip intermingled with the odd bit of “heart normal, lungs clear”. As thousands marched to protect their pensions, politicians wailed that children were being deprived of a whole day of schooling, their lives blighted for ever by the irresponsible actions of overpaid public sector employees.

Our CEO has just done his annual Private Frazer impression (“we’re all doomed”), announcing a massive austerity package of our own to deal with the trust’s deepening financial crisis (also known as PFI) with all the usual ingredients of recruitment freeze, no paid study leave, no agency locums, etc. The trouble is that we have heard it all before, exactly the same message year after year, “this is the worst  ever; if we can just get through this year things will be better.” Only they never are!

The trouble is that I have developed disaster fatigue, an increasingly common condition these days. It is caused by relentless 24 hour news of dire events assaulting from every side. Its symptoms are a desperate desire to close your eyes, bury your head in the sand, pull the duvet over your head, drink lots and lots of chilled Chardonnay, smash the TV and radio, strangle anyone who tries to tell you anything or join a closed monastery. I think I have all the symptoms, and a few more besides.

Of course as a good Christian I turn to the Bible for solace and comfort, but read, “You will hear of wars and rumours of wars…Nation will rise up against nation, and kingdom against kingdom. There will be famines and earthquakes in various places. All these are the beginning of birth-pains.” (Matthew ch.24, v.6-8). Who says the bible is not topical?

However like Mr Henslowe, the theatre owner in Shakespeare in Love, I want to say, “Strangely enough, it all turns out well. I don’t know (how). It’s a mystery”. Well perhaps it will.

“And while you are wasting time honing your fine prose,” mutters the wife, “could I just remind you that it is Christmas in less than three weeks.”

“La, la, la, la - I can’t hear you!”

Politicians remind me of the naked guy at my gym

By Tom Goodfellow - 14th October 2011 5:52 pm

An amusing Michael McIntyre sketch came to mind recently where he portrayed a narcissistic man getting showered and changed at the gym. Now most of the guys at the one I go to are either crumblies like me, or thirty-somethings with prematurely expanding waistlines hoping that five minutes of slow jogging will restore them to an Adonis-like physique.

However the other week McIntyre man actually appeared in the changing room. He stripped off his Lycra, and showered with the door wide open so we could all witness the water bouncing off his rippling pecs and muscular buttocks. He then ostentatiously dried himself, one leg up on the bench in the middle of the room, while he towelled his (admittedly impressive) assets for all to admire. He then pranced round wearing the most funky underpants I have ever seen, canary green and clearly purchased on-line from a ’specialist’ site (“and just how would you know that,” mutters the wife darkly).

All the rest of us, clad mainly in M&S attire, were suitably humiliated - it was the gym equivalent of having sand kicked in our faces. But in the end he was just a self-obsessed poseur, which brings me straight to the subject of politicians and political conferences, thankfully now finished for another year.

Do they think we are stupid, or are the political classes now so isolated from the real world that they think we actually appreciate being treated as complete idiots? The whole conference scenario seems to have little to do with conferring any more, but everything to do with image processing and manipulation.

A modern radiology image is a subject in which I have more than a passing interest. With our clever scanners, and all the bells and whistles attached to PACS systems, we can take a pile of digital data and produce whatever you want to see. We will take you on a virtual tour of every nook and cranny of the human body, even the bits you forgot existed. However despite our cleverness we never lose touch with the fact that we are dealing with image only, and not the flesh and blood of human reality from which the images are ultimately derived.

But modern politics now seems to have completely lost touch with such reality, and image is all there is. Like most of us I observed the main three party conferences, hoping for something of substance. But the conferences have become a conviction-free zone. Such policy as there is seems chosen only for the next day’s headlines on the pick-and-mix principle. The vaunted leader’s speech is heavily trailed beforehand so we know what he is going to say, broadcast live so we hear what he is saying, and then endlessly dissected once we know what he has said! Every line of the speech is written and re-written by a bunch of hacks for maximum newsworthyness. But actually they said almost nothing.

All I remember from the Tory week is the home secretary’s cat story - ‘Cat-gate‘ as the media termed it (or more accurately ‘cat-flap’ I would have thought).

I watched the Miliboy attempting to portray himself as a credible future Prime Minister. But a radio journalist let slip that he had accidentally gate-crashed him rehearsing his walk-on to the podium, smiling and waving to non-existent cheering crowds. You couldn’t make it up!

As to the third lot - well can anyone remember anything at all about their get-together?

The issues currently facing the NHS, let alone the nation, are huge - pension reform, cut-backs, PFI hospitals going bust (oops, you mean we actually have to pay this mortgage?), appalling nursing standards in some hospitals, the demographic time-bomb, the Health Bill, etc. Was any of this even mentioned? I don’t remember.

Sadly McIntyre man is alive and well in politics. Despite all the preening and posturing, there is a serious lack of substance.

No doubting the ‘bad old days’ had their moments

By Tom Goodfellow - 3rd October 2011 2:35 pm

The other week my CD sent me the results of my 360° appraisal. Now natural modesty forbids me revealing what was said about me. But I must confess that it was quite pleasing to learn the level of regard in which I am held by both my colleagues and others (but then I did select them carefully).

“Humph,” mutters the wife. “Obviously they don’t have to pick up your pants from the bedroom floor every day. That would soon tarnish the image.”

Well be that as it may, the attitude of (most) consultants towards their juniors has certainly changed a bit since I first qualified in the seventies when the Lancelot Spratt type of behaviour was still fairly common-place. I worked with some of the best, but also some of the worst.

The one that comes to mind was a cardio-thoracic surgeon working at one of the London Centres of Arrogance. A tubby Welshman, he regarded all his staff with utter contempt, including his consultant colleagues behind their back. At the slightest provocation he would fly into uncontrollable rages. With his temporal artery throbbing, he would scream and shout, throwing instruments around the theatre and abusing anyone who dared to speak or even meet his eye. And inevitably during his tantrums his surgical technique visibly deteriorated.

He was an utter bastard, and my six months with him were the most miserable in my whole professional career. His sole aim, it seemed to me, was to destroy and humiliate those who had the misfortune to work with him and to boost his own rampant ego. My Christian faith teaches me to ‘love your enemies and do good to those who despitefully use you’, but I must admit that with regard to him I struggle with that one, even to this day.

He was by no means the only one, and the next to come to mind was an orthopaedic surgeon, Mr A, Egyptian by birth, but privately educated and medically trained in England. Although normally politeness itself, his behaviour could at times be very ‘challenging’. But he was easier to read than the tubby Welshman and I quickly learned to spot the warning signs of an impending explosion, and how to defuse them.

But then one day Mr A redeemed himself. In 1976 I was working at Chase Farm Hospital (in the news these days for different reasons). A chap in his twenties was admitted with a nasty fractured tib and fib requiring open fixation. He was clearly a mother’s boy and was completely self-obsessed. He constantly demanded attention from the medical and nursing staff at all hours of the day and night. He persistently shouted out his requests for more pain relief, water, sedation, food and nursing at the top of his voice. Despite being lodged in a side room (quite rare in those days) he kept all the other patients awake throughout the night with his constant noisy demands. I remonstrated with him numerous times, but to no avail.

After two nights of this Mr A appeared for his weekly ward round. Patient after patient complained about this guy, many of the women weeping openly as they spoke of their sleepless nights and exhaustion. I could see the twitch of Mr A’s eyebrows, the blanching of his upper lip, and I was sure that we were heading for bad trouble for failing to control this turbulent youth.

However when we reached the side room Mr A politely asked us to remain outside and he went in alone. Then it started! “You f****** little s***,” he screamed at the top of his voice. “How dare you upset my patients like this. You are a lunatic, you should be locked up and the key thrown away.” He went on like this for about ten minutes barely pausing for breath, with all the ward listening. It was a bravura performance, given by an expert.

Male patients muttered gleefully that it was about time something was done. Elderly grannies, nursing broken hips, smiled through the cold cups of tea and congealed uneaten meals piled on their bed trays as through their dementia they recognised the familiar sound of someone receiving a totally well deserved bollocking.

But it did not end there. The door was opened and a porter was summoned with a wheelchair. Mr A then literally threw the chap off the ward, sent him to the OP department to wait for his, no doubt, long suffering relatives to take him away. It was all deeply satisfying and I forgave Mr A much after that.

Of course it would not happen like that today. If it did the patient would be referred for counselling for his ’stress’ and financially compensated while Mr A would be referred to quite a different council for another sort of stress! Quite properly we are expected to treat both our patients and colleagues with dignity and respect, and consultants who bully juniors deserve the book thrown at them.

But sometimes, just sometimes…

“Secularism has trashed our cultural roots”

By Tom Goodfellow - 30th August 2011 11:33 am

I suppose I had better get on with writing this blog; it has been festering away for a week or two. I expect it will irritate quite a lot of people because it is a bit of a Peter Hitchens.

Now that the dust and flames are settling after the August riots, the various pundits are waxing lyrical on the underlying causes which precipitated the dreadful violence and criminality. The politicians are all blaming each other’s policies. Sociologists, educationalists and Uncle Tom Cobley and all are all rabbiting on about “marginalised youth” and “gang culture”, but what has shocked us deeply has been the uncomfortable fact that many of the looters were from perfectly normal backgrounds, and not just from ‘dysfunctional’ families.

But there is a huge elephant-in-the-room which all but a few are carefully ignoring. This is that over the last few decades secular society has decided to trash our historic Judeo-Christian cultural roots, and in my view has put nothing of value in its place despite claims to the contrary. Whether or not one believes in the key tenets of Christianity, its principles have underpinned our society for centuries.

Remember the Ten Commandments? Don’t steal, don’t murder, don’t be envious, respect your parents et al. Rather pertinent stuff in view of what has happened! And, perhaps more controversially, love your neighbour as yourself (i.e. don’t loot and burn his shop), love your enemy (i.e. don’t try to stab him), do good to those who treat you badly and don’t store up for yourself riches on earth (looters and bankers please note)! It will be the meek who inherit the earth not the arrogant, and if you want to be shown some mercy then perhaps you should be more merciful yourself.

“Oh no,” I hear you say. “We are about to be subjected to pious, self-righteous, we-told-you-so, finger-wagging, anti-Dawkins, God-squad sermonising!” Well you would be wrong, or at least only partly right, because the finger-wagging is in quite another direction which may surprise you. Let me explain (and it is time to get medical).

Over 40 years ago I was a fresh-faced, rather naive medical student. On my first medical firm we were asked to take a history from a young man who had reactive arthritis, or as we called it then Reiter’s Syndrome. His had been triggered by a sexually transmitted disease, gonorrhoea I think. The point at issue was that he was an ordinand and theological student at a well-known London theology college and by his own admission was deeply promiscuous with both sexes. While we waited for the consultant to turn up he entertained us with an account of a filthy ancient Greek play which he and his fellow students were producing. He appeared totally unabashed at the moral issues associated with his medical predicament.

My fellow students in the firm, most of whom were not particularly religious, expressed deep surprise that this guy was being considered for ordination into the Anglican Church since his life-style seemed so at variance with his purported creed.

As a young Christian this encounter had a profound effect on me. I subsequently came to learn from various sources that he was part of a deeply rooted culture at this college among a significant number of the students (although obviously I am not suggesting that all were like that). Morality was relative, and largely conformed to the cultural norms of the sixties. Interestingly I heard a senior Anglican cleric on the radio a year or so ago admitting (without embarrassment) that he had been part of that culture where they gave each other women’s names like Mavis and Edith. This would be pathetically funny if it was not so tragic.

Both the New Testament and the GMC tell me not to judge and I do not know what became of the patient. However I know that many of these students went on to become clergy in the Anglican Church, some achieving very senior positions.

But, as is always the case, behaviour follows belief and the rot had started long before this. Regarding their ministry as a career rather than a calling they replaced sound Christian teaching with liberal theology and relativistic morality. The clear evidence is that this stuff destroys belief and empties churches. At the end of his brilliant essay written in the fifties, Fern Seeds and Elephants C.S. Lewis, perhaps the greatest modern apologist for the Christian faith, states: “Once the layman was anxious to hide the fact that he believed so much less than the vicar; now he tends to hide the fact that he believes so much more.”

Apologies if this offends committed Anglicans, but the other historic denominations fare little better. Paedophilia, cruelty and the cover-up have badly damaged the reputation of the Roman Catholic Church. Methodism, once a vibrant break-away movement from the dead religious institutionalism of the eighteenth century, has also sunk under the mire of wishy-washy liberal theology and relativism. Is it any wonder that their congregations are fast vanishing? Of course there are traditional churches which are shining lights amid the encircling gloom (I have greatly benefited from some of these), but relatively few and their numbers are falling.

This does not mean that the church is dying out in the UK, quite the contrary. It has merely largely moved outside the institutional, and many of these independent churches are thriving and growing. But their voice is now rarely heard or listened to as modern secularism, at least for the present, holds sway.

The rioters were not so much immoral as amoral. Where the institutional churches have failed, in my view modern secularism has also failed to provide any alternative moral framework for raising young people. If you hack away at the roots of a tree the leaves will soon start to wither and fall, the branches will break and ultimately the tree will crash to the ground. I believe we are seeing this being worked out on the streets today and for the present there seems to be little we can do to stop it!

Complaining patients - aren’t they the pits?!

By Tom Goodfellow - 3rd August 2011 9:31 am

Complaining ruddy patients, aren’t they just the pits? I mean just because of, ahem, a mild temporary loss of concentration you accidentally amputate the wrong leg, why do they think this gives the blighters the right to scribble whinging, moaning letters so that you end up being water-boarded by a bunch of arse-faced managers who don’t know the difference between a scalpel and a scallop!

No don’t worry, I have not (yet) metamorphosed into Jerry Nelson; he is much better than I am at doing invective! But my point is that complaints against doctors engender complex emotions, we feel it is an attack on our personal professionalism and integrity. But hardly a week passes without some mealy-mouthed politician or Guardian-reading do-gooder announcing that the NHS must take more notice of complaints. It makes me want to throw the radio at the wall and scream: “It’s not that simple!”

Of course there is no issue concerning the barn-door cock-up, although as we all know the serious ones, like plane crashes, are almost always due to systems failure rather than the actions of an individual. Hands up, admit all, try to find out what happened and why, and genuinely apologise while the trust reaches for the cheque book. But I still get mildly irritated at the sight of angry relatives outside the Coroner’s Court insisting that “something must be done to stop this happening to anyone ever again”. What world do they inhabit? Unfortunately until someone manages to find a way of running the NHS without using fallible humans such as us then mistakes will regrettably continue.

However, below this is the full range of complaints ranging from the utterly sublime to the totally ridiculous. For example as an assessor for the (now defunct) Health Care Commission I reviewed a complaint several years ago which had been initiated in 1972, the paperwork was a good ten inches thick. The patient had had a myelogram and he claimed that all he wanted to know was what had been injected into him. The records were clear and the type of contrast used (not myodil) recorded, and he had been told this on multiple occasions.

He merely responded to each letter with ten pages of hand-written foolscap with more and more questions and a complete denial of what he had been told. The hospital had long-since refused to deal with him, and his complaint was escalated up and up the system. Although he was clearly bonkers, in these politically correct days no one had the balls to tell him to sod off and stop wasting time and money.

Then there are the “stuff happens” complaints. Everyone has performed well; nothing obvious has gone wrong, all the correct protocols and procedures followed. Yet disaster in some form has struck, and sure enough a few weeks later the complaint arrives, often written in very aggressive tones and with threats to go to the press. These are the hardest to stomach, and also the hardest to deal with. The tabloids have told Joe Public that if something goes wrong, someone must be to blame and they want their revenge.

I remember sitting in on a face-to-face with a family some years ago (I was only marginally involved). An articulate middle-class bunch, they insisted that the CEO himself take the meeting. The patient, a matriarchal figure, while in hospital had become acutely dyspnoeic and the doctor on-call initiated treatment for a suspected PE. In fact she died from crashing heart failure a few hours later. The family were apoplectic in their fury, and when asked what they wanted out of the meeting they insisted that they wanted the doctor “punished”. Oh I forgot to tell you, the patient was a 40/day for 40 years bronchitic arteriopath, had already lost one leg, 90% stenosis in the coronaries, diabetic, had myeloma and was in end-stage renal failure. I can still remember shaking with fury at the way they insulted and berated a group of dedicated, hard-working clinicians for not getting mother to live forever.

In between there are those out fishing for a bit of cash, spurred on by solicitors’ “no win, no fee” adverts. Also there are some who would complain about the draft if the Archangel Gabriel was to fly in offering healing and solace.

“OK”, says the wife, “typical doctor seeing it only from your perspective, but what about the patients’ or relatives’ point of view”. Well she would say that, she is a counsellor and psychotherapist and they are taught to empathise with the client’s perspective. And of course she is right; a hospital is supposed to be a place of safety (sadly often not the case these days if the CQC is to be believed). Once confidence is shattered for whatever reason it can be very hard to regain this, and people will frequently react with anger.

And then there is the standard response letter from the CEO (although written by the complaints department). “I am sorry that you felt Mr Jerry Nelson was rude and dismissive”, (well was he or wasn’t he?). I have raised the matter with him,” (actually I got a junior manager to do it and she is now off with stress). “He assures me that your concerns occupy his attention day and night” (he couldn’t give a monkeys), “and thank you for bringing this matter to our attention” (we don’t know how to handle the bugger either!) Well you get the drift, but it is not hard to see why this sort of stuff irritates the heck out of most people.

The crux of the matter is that NHS staff manifest the mores and values of society at large; a hospital does not exist in some sort of separate ideological bubble. If nurses are inconsiderate and uncaring on the ward it is because they are like that in the world. If doctors are rude to patients in the clinic it is because they are rude people.

Although training can modify behaviour to some extent it can never change the human heart. But that is a spiritual matter, and we had better not go there or someone will undoubtedly complain!

Troubling times call for good representation

By Tom Goodfellow - 25th July 2011 10:24 am

Earlier this year I was approached by a consultant in my trust who was obviously quite concerned. He had refused to sign off a medical student who, for a number of reasons, he felt was performing significantly below standard.

The individual responded with a bullying and harassment charge against him. Now we would both be the first to admit that he is not exactly a shy retiring violet, more a ‘first fifteen’ type as it were. But I know him to be a dedicated hard working consultant, passionate about teaching and deeply committed to his patients, the students and the juniors working with him. Fortunately he had taken my advice a year or so ago and joined a union, the HCSA as it happens, and received excellent professional advice and support resulting in him being fully vindicated. However it was a difficult and stressful time for him.

On a similar vein I have been told of two SHOs a year or so ago who were so poor they were regarded as actually dangerous by the consultants they worked with. However their (mild mannered) educational supervisors refused to write anything to this effect in their e-portfolios for fear of the same hostile reaction. I am not in a position to know personally whether or not this is a common scenario but the name Harold Shipman comes to mind!

Another colleague had an identical experience with a junior several years ago. The doctor was regarded as failing, and he was asked to mentor and supervise her for a period. Despite his best attempts he did not feel able to sign her off, and was also subsequently subject to a grievance claim.

Over the last 12 months or so I have been involved with several other colleagues who suddenly found themselves completely unexpectedly in the firing line. All were sensible hard working consultants and not part of the ‘usual suspects’ brigade if you get my meaning. One, a quiet modest man, became involved in a discussion with a junior manager which became rather heated. This was completely out of character (and in my opinion he had been significantly provoked) and he returned the next day to apologise. Despite this the manager initiated a formal grievance against him. Again this proved to be a very stressful process for him.

In another case the trust received a letter from the CEO of an external NHS body making a number of very serious allegations against a senior consultant. If these had been true (which they were not) he would likely have ended up before the GMC. He was an HCSA member and was represented at the hearing by one of the officers. The trust found (I suspect with some relief) that there was no case to answer.

Another consultant was subjected to a disciplinary process because management claimed he had failed to respond to requests from managers to come in to the trust and ‘act down’, that is do a junior doctor’s work in addition to his responsibilities as the on call consultant. Again the issue was resolved, but not without a lot of stress for all concerned. Others fell foul of the job planning process and ended up in serious disagreement with their clinical directors. Fortunately all these were HCSA members and were able to get professional help and advice.

I quote the HCSA because they are the cases with which I have been personally involved. However I am sure that the BMA IROs have similar problems to deal with and that the issues are similar in trusts throughout the country.

Please do not misunderstand me: this is not an anti-management tirade (a favourite blood sport in the NHS). The behaviour of some doctors (fortunately relatively few) is quite atrocious and responsible employers have a duty to protect staff from harassment and other forms of bad behaviour, and to ensure that doctors fulfil their contractual duties to an acceptable standard.

My point is that even for the very best of us the brown stuff may suddenly hit the fan quite out of the blue. If you are not a member of a professional organisation then this is a very lonely place to be. On a weekly basis the HCSA office receives calls from highly distressed consultants who are not members of any union but who are in conflict with their employers for a variety of reasons. They wonder if they can join and get professional support. Although the officers will frequently give them informal telephone advice, they cannot legally take on a case in such circumstances. It is rather like trying to take out insurance after you have crashed the car!

All doctors need to be a member of a professional body. We are heading for very uncertain times in the NHS and many may well need the advice of experts as trusts slash and burn, trying to achieve Lansley’s £20bn savings over the next few years.

Don’t delay, join today. It is well worth the money.

“Lingual nerve took a swerve around hyoglossus”

By Tom Goodfellow - 12th July 2011 9:33 am

I was flicking through my son’s exercise manual the other day, pondering on the chances of me building the perfect body at my age (“yes and pigs may fly,” mutters the wife). It was, in essence, a simplified anatomy text book containing graphic images of all the important muscle groups with accompanying text on exactly which masochistic manipulations were required to achieve the desired effect. I suddenly realised that I already knew all that stuff - the anatomy I mean.

I was of the generation of medical students who were taught anatomy the old fashioned way, which is by careful and systematic dissection of a cadaver. Fresh faced and eager we all turned up at the dissecting room (1967 intake, The London Hospital) clad in crisp white coats and carrying our dissecting kit, the various instruments rolled up in a canvas pouch. I can still remember the smell of the room - a mixture of formalin and sweet glycerol used to preserve the bodies, and the strange sight of rows of cadavers on the tables draped in a cotton sheet, but with the feet sticking out and a luggage label tied to each big toe.

Johnny the mortician (I think that was his name), never to be seen without a fag in the corner of his mouth, introduced us in groups of eight to our specimens who we would come to know intimately over the next five terms. We called ours Monica, for no very good reason. After our initial tentative cuts, we rapidly became blasé about the whole thing and began ploughing our way through Sir Solly Zuckerman’s text book of Practical Anatomy, in my opinion not a particularly good manual by today’s standards. Over the next few weeks our white coats rapidly turned a greasy yellow colour from human fat mixed with the glycerol. However that was the start of my fascination with the subject.

Following the standard pre-clinical years I next did a BSc in anatomy including a module in embryology, killing a few laboratory rats on the way. I enjoyed getting my brain round the whole three dimensional concept of foetal development (remember this was long before the advent of the clever 3D stuff we have at our disposal today).

After qualification and house jobs I decided to set off down the surgical pathway and became an anatomy demonstrator in my alma mater, while studying for the Primary FRCS exam. To boost my chances I joined a private course run by two aged pantaloons, Professors Sloan and Stansfield. Both were retired but still amazingly good teachers. Sloan made physiology simple and relevant while Stansfield taught anatomy by the use of simple drawings which you could memorise and reproduce. Rhymes and mnemonics also played their part. For example, I can still remember today the structures which pass through the foramen ovale in the skull base. How many of you know without looking it up? And “the lingual nerve it took a swerve around the hyoglossus. Said Walton’s Duct well I’ll be…….”! You get the picture, and there were many similar rhymes, mostly unrepeatable in polite society.

I can find no record of the two professors, but interestingly if you Google their names it takes you immediately to the Greys Anatomy fan club site - how weird is that?

I worked as a surgeon for some years, then for complex reasons transferred to a career in radiology for which my anatomical background suited perfectly, especially since interventional ultrasound was starting to take off. Guided drainages and biopsies were new and innovative in those days (now utterly routine).

I still retain a strong interest in anatomy and I know that the subject is in good hands. In between climbing volcanoes Professor Peter Abrahams pops in and out of my office on a regular basis, doing some collaborative work with my stable mate. An archetypal mad professor (I mean this kindly) he radiates passion and enthusiasm for his subject as he finds new ways to teach the next generation of students and aspiring surgeons using the fantastic 3D technology that is now available.

I suspect that much of the time we spent in the dissecting room as medical students was largely irrelevant. There will be few situations in which knowledge of the course of the lesser (let alone the greater) petrosal nerve is of much practical relevance, and anyway such information is now only a couple of mouse clicks away.

But anatomical dissection has not vanished off the syllabus. My own hospital has recently opened a superb new surgical training centre which allows trainee surgeons to practise on cadaveric material. The old ways are sometimes still the best.