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"I didn’t feel like they took the situation seriously"

About: Queen Victoria Hospital (East Grinstead) / Minor Injuries Unit

(as a service user),

I attended due to a severe pain and mobility issue to my knee. I checked in and was seen quickly, which was great. However, that’s where my good experience ends.

I saw a nurse (which my husband also attending) I explained the pain in my knee, told them how I was unable to walk, stand and it had remained unchanged for 2-3weeks. The swelling was severe.

The nurse didn’t even touch my knee, glancing at it they said yes will take 6 weeks to get better and you just need to sit. They didn’t touch the knee, test the joint, or particularly listen to my upset.

At this point I was crying as I didn’t feel like they took the situation seriously. The they said have you got diarrhoea and I said yes sometimes, with that they asked if I'd had nausea. I said yes sometimes. They said go to the GP for those issue. I thought they were going to say it’s related.

My husband said it was an awful encounter. Now I can see on my patients know best that they didn’t even mention my knee! That’s what I went in to get help with. My knee issue is still ongoing.

Staff skills

Staff skills


Treatment

Treatment


Being listened to

Being listened to


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Responses

Response from Janette Pentney, Patient Safety and Experience Team Assistant., Queen Victoria Hospital NHS Foundation Trust 8 months ago
Janette Pentney
Patient Safety and Experience Team Assistant.,
Queen Victoria Hospital NHS Foundation Trust
Submitted on 21/10/2024 at 12:00
Published on Care Opinion at 12:01


Firstly, I would like to apologise that you were made to feel that you were not listened to and your needs were not addressed as you anticipated. We always strive to provide a first class service but when we don't, we appreciate patients taking the time to feedback their experience in order that we can learn from them.

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Response from Jane Dickson, Chief Nurse, Queen Victoria Hospital NHS Foundation Trust 8 months ago
Jane Dickson
Chief Nurse,
Queen Victoria Hospital NHS Foundation Trust
Submitted on 21/10/2024 at 15:29
Published on Care Opinion at 15:41


Jane Dickson, Chief Nurse

I am so sorry to hear about your experience and it sounds as if you are still in pain. I would like to be able to explore with you what we can do to help you address this. I am not sure if that is most appropriate with us or your GP but I would like us to be able to explore that with you. Would you mind contacting PAL's via our switchboard or email at qvh.pals@nhs.net and we can agree next steps. Kind Regards Jane

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