"Lack of communication & wrongly diagnosed"

About: General practices in Lanarkshire University Hospital Wishaw / Trauma & orthopaedics

(as a service user),

Recently I had cause to attend the A & E dept. I had experienced a fall  damaging my head,  face and right knee about a week prior to this. Not wanting to bother the NHS with what I thought of as superficial cuts &  bruises I continued to  go to work and live my life. However, a the swelling, bruising and pain to my right leg and Knee had worsened to the extent I couldn't weight bear and colour of leg was beginning to be a concern . Numbness has increased in knee and calf.   I telephoned NHS 24 only to be told that I should attend out of hours clinic but as that had been closed to appointments  to wait until the following day if I didn't want to attend A & E . I waited as I was not of the opinion that I should be attending A & E  as I was of the impression it was not an emergency that night.  I telephoned NHS 24 again on the Monday morning but this time advised to attend A & E at Wishaw General.  It was very busy and I was quite happy to wait understandably. 

I was eventually assessed and x- rayed . 

I was advised that I had a patella fracture. provided with an appropriate splint and sent on my way.. No after care advice was given to me other than verbally advised I would be receiving a phone call a couple of days later from Virtual Clinic. 

I had to ' google' for further advice on how to managed a patella fracture and splint ! 

Living on my own I had to organised help at home and remain off work, worrying my family and friends in the mean time ! 

 I dutifully self certified my non attendance at work due to reason of a patella fracture as advised by the Doctor at A & E . Not being able to drive with such a fracture and if I did I wouldn't have insurance if there was a driving incident. 

The date of the planned call came and went .... no phone call from Virtual Clinic. !  

I began to get worried and stressed. The pain was no less however resting seemed to help reduce the bruising and swelling of my ankle and calf, my knee remained ballooned and bruised. 

I telephoned the A & E Orthopedic department the following day, only to be advised they have sent me an outpatient appointment for the A & E review the following week - this week. 

At this point no further information was given to me 

Today I requested a Fitness line from my GP. On collecting the line I had cause to question his report as it stated I only suffer from knee pain. 

I was dutifully informed by the reception staff that I had not fractured my Patella and that I had been reviewed by a consultant I had not heard of and I may only have some slight soft tissue pain ! 

Firstly I am dismayed to be advised of a diagnosis by reception staff! which is contrary to the diagnosis I received at A & E 

Secondly I am dismayed that I now have to inform my employer that I am not in fact as injured as I firstly informed by A & E  to my severe embarrassment. !

Thirdly I am totally dismayed that I was not informed that I have been wrongly diagnosed 

Fourthly dismayed that I haven't been advised if there is a change in the required care plan, not that I  should be surprised as I was not given a care plan for the original diagnosis.   

I cannot think of any suitable reasoning for the lack of  after care  and advice I have received from Wishaw General and I see no reasoning why I should have been informed by GP reception staff of a change in diagnosis by your department. 

I now face the affront of having to explain this debacle in my diagnosis and after care  to my employer, family and friends .

I also want to understand the reasoning behind your service lack of interest in my treatment and advice in my aftercare. 



Response from Faith McCrea, Service Manager, Emergency & Medical Services, University Hospital Wishaw, NHS Lanarkshire 11 months ago
Faith McCrea
Service Manager, Emergency & Medical Services, University Hospital Wishaw,
NHS Lanarkshire
Submitted on 09/10/2019 at 10:06
Published on Care Opinion at 10:06

picture of Faith McCrea

Dear Wist123

I am sorry to hear of your experience attending our Emergency Department here at University Hospital Wishaw and the concerns that you have shared in relation to your diagnosis and management.

Further information would be helpful to be able to review your emergency attendance and be able to feedback to you and I would appreciate if you could contact Yvonne Ross our Patient Affairs Manager on 01698 366558. This will allow us to review, feedback, take any required action as well as take any appropriate learning.

Kind Regards


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Update posted by Wist123 (a service user)

I did make contact and was advised that my call would be returned. Now 5.20 pm ...no return phone call.

Seems there is a theme running through my experience as a patient at Wishaw Hospital. One where communicating with a patient is not a necessary part of the job! Two ...patient concerns do not matter. To add more insult yesterday after being advised of a conflicting diagnose by GP reception staff in a very public area I telephoned the virtual review department who advised me that as it was nearly closing time someone would contact me to discuss my concerns the following day. Not being an unreasonable person and would be interested in discovering what I have been diagnosed with I felt this was a reasonable request. My return phone call from the senior nurse did not happen!

Yip definitely made to feel unworthy of being treated with dignity and respect.

Response from Yvonne Ross, Patient Affairs Manager, University Hospital Wishaw, NHS Lanarkshire 11 months ago
Yvonne Ross
Patient Affairs Manager, University Hospital Wishaw,
NHS Lanarkshire
Submitted on 24/10/2019 at 09:51
Published on Care Opinion at 09:51

picture of Yvonne Ross

Dear Wist123

I am glad I was able to speak to you last week and as agreed, I will investigate the issues raised and be in touch.

Kind regards

Yvonne Ross

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