"neck injury"

About: Good Hope Hospital

I first attended Good Hope A&E on the 12/06/2015, the staff then were absolutely fantastic and caring, nothing was too much for them. However the reverse can be said for my visit to the same A&E on the 06/07/2015, I arrived there at about 08:00 and booked in once again the reception staff were extremely polite. I had to wait for approximately 30 minutes before I thought I heard my name being called as I say I thought I heard it being called as I could not understand the accent and also my surname was misprounced, I waited for about ten to fifteen minutes expecting to be called again, no that didn't happen so after two other people who arrived after me had been called in I knocked on the door, this was opened by a very polite Sister I asked if my name had been called they said it had been, the one who called me told me to go and wait outside, fortunately this other Sister said they would deal with me, ( thank goodness) this Sister was incredibly caring, polite, courteous and humourous, made me feel welcome and comfortable. They took all my details, did an examination and whenever I flinched with pain, they stopped. They then went to consult the consultant, came back about five minutes later and told me the consultant had said that I was to be given nine diazpan. I do have an an appointment with the Cottage Hospital on Thursday the 09/07/2015, however this is not the point, the consultant did not come and see me and examine me themself. I am as I write this in extreme agony I can't put my hands behind my head, in fact there's not much I can do without experiencing pain. To reiterate this is in no way aimed at both your reception or the Sister who saw me. It is in fact aimed at the consultant and to a lesser extent the Sister who called and misprounced my surname. I must at this time say that I have a latent neck injury, I fractured both C6 &7 in a Gold Mining accident. I always thought that neck injuries were taken seriously? Obviously this is not the case. Geoff

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Mr Tidy

Thank you for your comments regarding your recent experience at Good Hope Hospital Accident and Emergency Department. I am sorry for any delay in acknowledging your feedback.

You have provided very balanced feedback, highlighting the excellent and positive aspects of your experience, and I am very sorry that you have had also poor experience in your treatment.

I would like to investigate this further and highlight your experience appropriately, but in order for me to do this, I would appreciate if you could contact me directly so that I can obtain more information from you to enable me to identify you on our system.

I can be contacted on 0121 424 0808 or by email: marie.helebert@heartofengland.nhs.uk.

I would like to reassure you that we take seriously any issues our patients and relatives raise with us and we value your feedback.

I look forward to hearing from you at your convenience.

With kind regards

Marie Helebert

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