"Sent from pillar to post"

My son recently fell off his bike and injured his left arm. We had a feeling it was broken so phoned NHS24 expecting them to arrange for an X-ray at minor injuries. At this point I did not realise that we could turn up at minor injuries without a referral. I was aware that A&E visits were not encouraged for things like broken bones. NHS24 arranged a video consultation which diagnosed my son's wrist as likely to have been sprained. No X-ray was arranged to check this. We were told to give regular painkillers and to call back if still extremely painful after 48 hours with regular analgesia. After 48 hours he was not needing regular analgesia. It was painful on occasion but we felt this was to be expected if sprained.

One week later we noticed that what we had thought to be swelling was starting to look more like a misshapen bone. We called NHS24 at this point expecting to be sent straight for X-ray. Again, we were failed. We were told it now classed as an old injury and we had to see GP to get referred. In the morning (Monday) we spoke to our GP who agreed that it should be X-rayed and she said she’d try to arrange it. At 2:30pm our GP called and apologised saying she was unable to book an X-ray and we’d have to go to A&E. We went to RHC A&E and explained the whole situation. After waiting over an hour we were told it would be another 2 hour wait for an X-ray and were given the option of that or having one booked at minor injuries at Stobhill the next morning. We went for that option rather than waiting even longer.

We arrived at Stobhill minor injuries at 0930 the next morning and the receptionist redirected us outside and round the building to the main entrance and back up to X-ray department. We weren’t on their list and were sent back outside, back round to minor injuries. The receptionist only then checked the system and realised we were in the right place. We waited over an hour and the X-ray planned for 0930 finally got taken at 11:15 and confirmed the wrist to be broken.  The nurse wanted to speak to ortho for advice but there was a long wait until she was able to do this. We were worried and scared as knew it might need surgery as had been left so long.

The coffee vending machine doesn’t work but has no Out of Order sign so after wasting time and coins on that, the kind nurse suggested we walk round to the café and she’d call with updates. Once ortho had been contacted we were advised to go to RHC A&E to be reviewed by ortho. We were told they were expecting us and we wouldn’t have to wait. Despite me explaining this at A&E reception, we did have to wait over an hour to be triaged then another 45 minutes until ortho arrived.   This was annoying as he's been triaged at A&E the day before and seen at minor injuries the same day.

The doctor explained she felt the best course of action was to try manipulating and straightening the broken bone without a GA. Although the staff did their best, this was extremely painful and traumatic for both my son and I.  Thankfully the doctor was successful and surgery was avoided.

We are extremely angry that our child had to go through this traumatic procedure which was entirely avoidable had he been X-rayed in the first place.  If the manipulation hadn't work as the injury was 9 days old, surgery would have posed risks and further upset and time off work/school.  We were sent from pillar to post wasting our time and prolonging treatment. We are both busy working parents and took time off work to wait in all these areas for a simple X-ray which should have been done on the day the injury was sustained.  Each staff member that dealt with us tried their best but there needs to be better communication between departments and less resistance for Xray referrals.