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Care Opinion

Fracture clinic

Posted By Smiley Bees

"Fracture clinic"

About: Royal Cornwall Hospital (Treliske) / Trauma and orthopaedics

(as a parent/guardian),

My 5 year old has broken her arm & we were called first thing and asked to attend clinic in Truro for a new cast, X-ray and assessment to see if surgery would be required the next day. We made the 3 hour round trip only for the doctor to say that the cast shouldn’t be changed for a week, that they can see the X-rays from the previous evening and generally talked to me in a dismissive tone as if I’d chosen to waste this person's time. This conversation could have been done via video or telephone and either way being kind in your tone and compassionate in your approach doesn’t cost a thing. 

Thankfully this was a stark contrast to the compassionate and kind approach taken at another hospital the evening before. 

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Responses

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 3 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 13/04/2021 at 12:15
Published on Care Opinion at 12:15

picture of Jess Saunders

Dear Smiley Bees,

Thank you for taking the time to share your story with us - please firstly accept my apologies for the delay in responding to you on here. I am so sorry that you had a wasted journey to our Fracture Clinic and that you were met with a dismissive tone from the doctor you saw. This is certainly not how we expect people using our services to be treated. If you would like to raise your concerns formally, please contact our Patient and Family Experience Team using the details below:

Tel: 01872 252793

Email: rcht.patientexperience@nhs.net

In the mean time, I will share your feedback with the Fracture Clinic Sister so they are aware of your story.

Thank you again for taking the time to share your story with us.

Best wishes,

Jess

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Response from Ward Sister, WCH Outpatients, Royal Cornwall Hospitals NHS Trust 3 years ago
Royal Cornwall Hospitals NHS Trust

Submitted on 14/04/2021 at 12:31
Published on Care Opinion at 17:02

I am very sorry to hear of your experience in our department. I agree that this is not how we expect patients to be treated and I will look into this matter further.

Thank you for bringing it to our attention and I hope that if you do need to use our service again in the future that it is a better experience.

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Update posted by Smiley Bees (a parent/guardian)

Thank you. I’m really pleased to say we did visit fracture clinic again last week and the experience was fantastic. Such a kind and compassionate approach from all staff towards my daughter and me. Thank you

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