"The Mythical NHS! - Absolute choas"

About: Queen Alexandra Hospital

Took my wife into A & E with a fractured wrist on Monday 13th Oct. A & E were slow, but excellent treatment. The last thing the consultant did was make us an appointment with the fracture clinic for Thursday and insisted we keep it as he was concerned that there were three bone fragments in the joint which may need wiring. We arrived at the appointed time 2.30 pm today 16th Oct for our Fracture Clinic appointment on time; we had waited 20 minutes in a queue in the road to get into the car park, and the receptionist eventually passed our card after another 20 minute wait, to a nurse. We were told to go home as the appointment was unnecessary and we were not booked in. We had the card with the appointment marked on it! We refused with the usual embarrassment and eventually we were granted an appointment. On the wall in the waiting room there was a poster asking 'had the staff had gone the extra mile for us'. Well they made it very clear that we were upsetting their system. My verdict on the Fracture clinic: loads of people running around like banshees, not a lot happening. Classic example of using the patients as the elasticity in the system and a department being run for the benefit of the staff not the patients. This is confirmed by not even having a choice of naming the fracture clinic in the 'Department' below. Probably nobody knows they are there! I chose Orthopaedics

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Response from Queen Alexandra Hospital

Thank you for taking the time to write in and provide us with such a comprehensive explanation of your experience. We are pleased you felt the treatment received in the Emergency Department was excellent and are sorry that you feel the staff in the Fracture Clinic did not go the extra mile and made you feel as if you were upsetting the system. Please be assured that this would most certainly not have been anyone's intention. We will of course pass your comments on to staff in both the Emergency Department and Fracture Clinic for their information and learning.

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