"Lack of care /respect /empathy"
Posted by R*********x
Hurt my foot on the evening of 3rd April 2015 and visited Peterborough the next day (Saturday ) as I knew that Johnson don't operate an x ray service at weekends. Service received was at best average though seen in good time ( no real empathy) and was advised the foot was bruised and to elevate it/ice it and take pain relief. The pain remained and my foot began to swell and feel cold and I was struggling to walk on it , so I visited Johnson hospital on Wednesady 8th April at approximately 9.00am . A nurse sat next to the receptionist who said you would expect swelling and pain - they didn't look at my foot or examine it in anyway and made me feel silly for going back in. On Friday 17th April , still in dreadful pain I returned again to Johnson at about 12.45pm - checked in at reception and felt I had to push to see somebody - was seen by a nurse and wish I hadn't bothered - Rude , uncaring and made me feel like I was troubling them but eventually agreed to have another x ray as they were unable to access the one taken at Peterborough - I returned at 3.30pm for the x ray and was seen by the radiographer who was very nice and helpful - they confirmed I had a hairline fracture - I then went back to be seen again MIU to be reunited with the nurse whose unfriendly manner continued - they bandaged me up ,told me I can't drive and should return on Friday 24th April for an appointment at the fracture clinic. I then called my husband to come and collect me who found me in tears in the waiting room - I wasn't sure how I was going to walk to my car where I hadn't been offered any crutches /boot etc - my husband asked to be seen by the nurse ( accompanied by a receptionist) and was amazed at the lack of care I had received - the nurse took no ownership merely saying they couldn't comment on Peterboroughs x ray and that it wasn't they who had seen me on the Weds - we had hoped maybe for an apology of at best some empathy - I will formally write to complain - whilst the mis diagnosis is disappointing and I am concerned that I have walked and driven in real discomfort for 2 weeks when I could have been resting - my real issue is the lack of care , service and empathy received at Johnsons where I have been made to feel that I am troubling the staff - the NHS is no different to any service industry and I have been left very distressed by the service I have received from an organisation to which I have financially Inputted into for 26 years - one hopes not to need their services but if they are needed then you hope to be served in a friendly and efficient way which sadly hasn't been what I have experienced - as I sit writing this e mail I am still concerned about my foot which is still incredibly painful and cold but have no confidence in what I should do next