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"The way I was treated"

About: NHS 24 / NHS 24 (111 service) Ninewells Hospital / Accident & Emergency Ninewells Hospital / Xrays and scans

(as the patient),

My ankle/foot got badly hit. Got sent home from work and to get it checked out as you could see the bruising/markings appearing. 

I phoned NHS111 and the lady was lovely helping me and I was recommended to get an X-ray. I KNEW it wasn’t broken but I had learned about hairline fractures and chipped bones in my first aid class and we were always told no matter how minor it may seem always get it checked to be sure. Going up to Ninewells A&E, I waited to be seen. The first attending staff member did a quick check confirmed what I already knew, that it wasnt broken and said I would get an X-ray to ensure nothing is fractured, and said to have a seat. 

Another staff member comes to me and takes off down the corridor. I’m hobbling along as I can’t put all my weight on it and he takes off around the corner. When I catch up asks me to sit on one of the chairs which I did and they didn’t even look at my ankle and said it was only bruised and “doubts a plastic cone could fracture my foot” and made me feel so embarrassed. One of the cones that fell on me weights around 6kg so 8/9 stacked up would equal to around 48kg. So something that heavy and hard, causing my skin to break and bleed slightly as well as instantly bruise could possibly cause a hairline fracture. 

But I was sent away after 30 seconds. After trekking to the hospital to be made out like I’m an idiot, I feel like if my foot was broken in the future I wouldn’t dare to go and get an X-ray incase I’m made a fool of. 

I understand nurses and doctors work long hard shifts and could have off days but every patient is a new one with a new experience. Especially if they’re following instructions from other people as to why they are there. 

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Responses

Response from Julie Greenlees, Clinical Care Group Manager, Unscheduled Medicine, NHS Tayside 4 years ago
Julie Greenlees
Clinical Care Group Manager, Unscheduled Medicine,
NHS Tayside
Submitted on 08/12/2020 at 12:06
Published on Care Opinion at 15:17


Thank you so much for taking the time to share your feedback and I am sorry that you appear to have had a negative experience of our Emergency Department. It is difficult for me to comment any further without being able to access your record. If you are happy to contact our feedback team with your name and contact details, I would be more than happy to investigate this matter further.

Best wishes

Julie Greenlees

Clinical Care Group Manager

Unscheduled Medicine

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Response from Andrew C, Patient Experience Officer, Nursing & Care, NHS 24 4 years ago
Andrew C
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 09/12/2020 at 10:28
Published on Care Opinion at 10:28


picture of Andrew C

Dear AmM20,

Thank you for sharing your story with us on Care Opinion. I was sorry to read that you had injured your ankle and I hope you are now well on the road to recovery. I was pleased to read that you found the NHS 24 staff member so helpful, and will share this feedback with our wider team.

I was sorry to read of the challenges you faced when you attended the Emergency Department, but was pleased to read that my colleagues from NHS Tayside have been in touch with you to discuss your feedback relating to the care you received more fully.

Should you have any specific feedback relating to your care from NHS 24, please contact my team directly at patient.experience@nhs24.scot.nhs.uk If you would be good enough to contact my team with your details, I can ensure that the feedback you provided about NHS 24 staff is passed to them.

I hope you are now recovering well. Thank you again for sharing your story with us.

Best wishes,

Andrew

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