"No help for 16 month old with bleeding forehead"

About: Princess of Wales Hospital

I have used this unit a couple of times in the past for sporting injuries and I have always found the staff to be fantastic. On Saturday my little boy had a fall in a kitchen shop near Ely and landed head first on a granite work top sample. It looked deep and like it might need stiches so we rushed to the minor injury unit. My wife and I were both worried that he might also have internal damage so were keen to get attention as soon as possible. We arrived at the reception with blood running down onto his face. We waited at the desk for two staff members to finish talking and then one turned round and without introducing himself said "how old is he?", I said "16 months". He said "we cant help go to Addenbrooke's or Kings Lynn" and then walked off. I didn't know about the under 2 policy and can accept that the hospital has rules but was surprised by the lack of compassion. No first aid was offered and no reassuring words. We rushed to Addenbrookes where he was seen straight away, fortunately it was external only and after being cleaned up the cut was glued back together. I know hospitals are very busy but a little thought goes a long way. The Addenbrookes staff were surprised by our reception at Ely.

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Response from Princess of Wales Hospital

I was very sorry to read about your experience of using our Minor Injury Unit at Princes of Wales Hospital in Ely. I would welcome the opportunity of investigating your concern. Please could you make contact with our Patient Advice and Liaison Service (PALS) between 9am and 5pm Monday to Friday on any of the following telephone numbers: 0800 013 2511 / 01480 355 184 / 07507 195 375. We look forward to hearing back from you. Or please e-mail us via ccs-tr.pals@nhs.net Wendy Endersby Head of Patient Experience

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