"visit to fracture clinic for my 6yr old daughter."

About: William Harvey Hospital

A visit today to the fracture clinic was a absolute shambles, appointment was for 10;35, we arrived 5 mins early at the reception desk where there was 2 receptionists, we went to the first one which was a bit rude for our liking they just looked at the letter we showed and just said "go to ..." pointing to the second receptionist. Which we did and they were very welcoming to us, told us that the appointments were on time which we thought wow we wont be here for long. Well time went on and still we had not been seen at 10;35, 11;00 arrived and heard the receptionist say out to the patients that they were running 30mins late, ok so we will be seen in 5mins.....time went on again to 11;35 still we heard the receptionist saying to new patients that they were running 30mins late. well im not sure about you but if they were running 30mins late surely we would have been seen at 11;05?? Ok so i went to the desk to ask how long it would be before we get seen...." they said it would be 5/10mins. this is now 11:35 So off i go and sit back down. Time moves on to 11;55. ok now we are being asked to go to the consultant. So within 2mins of sitting outside the room of the consultant we are called in, they cut my daughters slab cast off her leg and we discuss what is best for her ( really cannot fault the consultant in discussing what was the best treatment). So out we come with my daughters leg exposed with myself carrying her around, when a nurse stops us asking us to go back round to the fracture clinic to wait to be called for a proper cast to be put back on. Ok here we are again waiting to be called again. another hour goes by and finally at 13:00 we get a nurse call for us and they kindly says sorry for the wait! 2hrs and 35mins. Im sorry but should a 6yr old kid have to wait this long? and be asked to wait with her leg exposed for an hour? and also the receptionists....... really should be taught how to have some manners and also get with the time schedule and be honest rather that saying a load of rubbish 30mins late, when some had been waiting well past that! The department really should be looked at and sorted out!

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Response from Sally Smith, Chief Nurse and Director Of Quality, East Kent Hospitals University NHS Foundation Trust

Thank you so much for contacting us. I am very sorry to hear of you and your daughter's expereince in the Fracture Clinic. The waiting times and confusin are not acceptable. Please feel free to email me on sally.smith2@nhs.net if you wish me to look into this expereince. I will indeed ensure the Dept is made aware of your experence. I do hope your daughter is recovering well.


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