"Listening Skills...?..."

About: Homerton University Hospital

I am not one for taking the time or effort to leave a review, but I feel compelled to in this instance. It's not my first experience with Homerton and truth be told they have not always been brilliant. I attended the walk-in clinic next to A&E due to being given the run around by my G.P’s. booking system. In pain limped to the front desk and luckily as I was explaining to the clerk that I wasn't even sure if I should be in the hospital, a nurse took a little time out to listen to what I had to say about my injury sustained a week previously. I was expecting to be sent back to my G.P however the nurse let me tell her how I injured myself, what treatment I had been doing in the meantime and why I wasn’t sure if the injury was healing properly.She said she believed I should be checked out just in case there is some other reason that might account for the lack of progress in my recovery, and she succinctly explained the type of injury that I had most likely sustained. I was told I'd need to wait 1.5 hours which was less than half the time I was expecting. I was in fact seen to within 45 min and another nurse took over and started dealing with me. She knew her stuff and after having an examination I was sent for an x-ray. No waiting. In and out and then about 15 mins later the nurse returned to inform me that I had in fact broken my patella. I was gobsmacked (to say the least), as it meant I had been getting about for a week with the fractures. In no time I was put into a cast and presented with a preliminary calendar of after-care. It could be that I was still in shock from the diagnosis but I regret not taking the names of the two staff that listened actively to my complaint and dealt with me in a swift, polite and respectful manner. There is a lot of bad press about the NHS, but its staff like this that embody what the services is and should be, moving forward. We should be a bit more thankful for what we have, and support those that care for us. I'd like to thank the staff who looked after me that day, and if they are reading this, they will probably know who they are. Thank You.

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Response from Homerton University Hospital

We are so pleased to hear that your visit to the Homerton went so well. Your positive comments have been passed onto the team. Thank you for taking the time to tell us about your experience. If you have any queries or have any further feedback please do not hesitate to contact the Patient Advice and Liaison Service (PALS) on tel. 020 8510 7315 or email PALS.Service@homerton.nhs.uk

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