"One persons ignorance cam destroy a whole teams..."

About: The Royal Liverpool University Hospital

I recently visited accident and emergency by ambulance after having a fall on steps leading into my home. I am a mother of 5 the youngest being 8 months old. I am a very active person and enjoy every minute of looking after our children while my husband works hard to support us financially. We pay our taxes! I was made to feel awful by the nurse who gave me results of my x ray. My foot and ankle were badly swollen I was in pain although I do tend not to show too much emotion I was unable to get to hospital alone and my husband had to return home to stay with the children. I was told that I had only a sprain and I should be ok to put my shoe back on and leave as I only had swelling above my ankle. The nurse got annoyed when I said I couldn't stand on my foot and offered me a stick, there were none so they returned with crutches and told me I needed to get mobile as soon as possible, I said i didn't have much choice meaning I have 5 children to look after and they got annoyed again and hissed that they were just giving me the correct advice. I was crying by this point it had been a really emotional morning i had been seen having this fall which was pretty bad by my three year old daughter who was with me at the time and I also had my baby in the pram I was alone and injured and didn't know what to do. Thankyou to the staff who were lovely but this is all that I can think about at the moment while I'm trying to look after my family unable to walk they did not know me as a person but took it upon themselves to just assume that I was the opposite to who I really am.

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Response from The Royal Liverpool University Hospital

Thank you for your comments. We are sorry to hear that you didn’t have a good experience in our Emergency Department. We would like to find out more from you so we can investigate your concerns properly. If you would like to contact the Patient Advice and Liaison Service (PALS), they will be able to help. You can contact them by phoning 0151706 4903/2265, via complaints@rlbuht.nhs.uk or typetalk 18001 0151 706 4903/2265.