"The fast response and treatment ..."

About: Lister Hospital

(as the patient),

What I liked

The fast response and treatment by the ambulance staff. The outstanding, and I mean outstanding treatment by the "Plastics" Team.

What could be improved

Having fallen through a glass table, the ambulance came to my home, about 10 miles away, in record time and I was admitted to A&E and left alone. My wounds were never even looked at, and after lying unattended in a cubicle for over 5 hours, I was eventually seen and was told that nothing could be done for my hand in A&E, and I would have to be seen by "Plastics"!! Surely a quick glance at my wounds on admission would have indicated the seriousness, and put me forward those 5 wasted hours on the wait for "Plastics". The doctor did ask the nursing sister to attend to the straightforward 4” gash in my leg, but her reply was that she was “not very good at stitching” !! The doctor was then forced to spend an hour doing this instead attending to others.

I realise that A&E are under a great deal of pressure but some intelligent disciplined management would go a long way towards sorting their problems.

Anything else?

Once I had been seen by the "Plastics" Registrar, the treatment completely changed and can only be described as outstanding. Within 2 hours I was undergoing surgery, and nothing was too much trouble for them or the ward that I was in. I would certainly recommend this hospital in every way except the appalling lack of simple management in A&E, where I spent 16 hours.

Story from NHS Choices

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Response from Lister Hospital

While we're very pleased to hear how well you were treated by the Lister's plastic surgery team, we were, of course, disappointed by your comments about the hospital's A&E service.

The A&E team does stream patients, which should have meant that you were assessed and treated more quickly than the situation you described. We would very much like to investigate what happened in your case, because it is not typical of the A&E team's service.

We would encourage you, therefore, to make a complaint to patcomplaints.enh-tr@nhs.net so that we can follow the matter up on your behalf, as well as make sure that our systems are robust - even those in often very busy A&E departments.

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