"Dismissive , badly organised and incompetent A&E"

About: Queen's Hospital, Burton Upon Trent

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A first impression is of a failing, uncaring department. I attended early one morning on advice from my local surgery.after hurting my knee. The reception was a disgrace, very unwelcoming and surly, and and I waited in a shabby, grubby area furnished with slashed seats , with crawling round. Despite there being few people waiting, it took over an hour to see the triage nurse. I then was slowly shunted from one doctor to another, most of whom focused on my age and seemed to only hear the word "fell", which I emphasised was a consequence, not a cause, of my injury. After x-ray, I was eventually advised that I had torn a ligament. Over a week later, I saw a consultant, who advised that ligaments were not torn, but that I had likely torn a cartilage, and needed an MRI scan for diagnostic purpose, and got an appointment for almost 3 weeks later. Meanwhile I attended the physiotherapy department, where I finally felt staff cared, and received positive help. Over 6 weeks later I finally received a consultant's diagnosis, having presented with textbook symptoms of a torn cartilage at the outset. The busy consultant barely had time to allow me to ask questions and raise concerns,informing me that he had 45 patiens to see. He offered to place me on a surgery waiting list, mainly, I felt, because I was insistent that a knee injury was limiting my fitness level and active lifestyle. It was difficult to learn the success rates , and waiting list times. I now have a 6 month open appointment.

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Response from Queen's Hospital, Burton Upon Trent

We are sorry to hear that your experience was not as you expected. We shall share you comments with the teams involved with your care. For us to investigate fully we would ask that you contact the Patient Advise Liaison Service (PALS) via email: pals@burtonft.nhs.uk or telephone 01283 511511 X 593110.

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