"Some posiives & some negatives following bbroken..."

About: Southampton General Hospital

First the positive feedback. Broke my collar bone late on the evening of 7th May. Pleased with the treatment and attention I got at A&E at the General. I was dealt with pleasantly, courteously and efficiently. So 10/10 for the shift on that night!! The follow-up appointment a few days later at the General was similarly ok . The first appointment I had at the fracture clinic two weeks later had its problems. My wife and I made sure we were there in plenty of time but it was clear things were not going well. A harassed nurse apologised for the delay but said 3 of the doctors hadn’t appeared yet so there would be further unknown delays. It was then chaos in the x-ray dept as the staff there had to sort out a sudden influx of patients. My appointment with the consultant was handled efficiently but there were no apologies for the delays (there is rightly much complaining when patients don’t show for appointment so some acknowledgement when the situation is reversed would be good). Main negative comment is I that I wasn’t told anything about what basic exercises I should do to ensure I retained maximum mobility in my arm and shoulder as the collar bone healed. I did find physio information from another NHS hospital on the internet that gave some guidance which I followed. The second fracture clinic visit went a lot more smoothly and everything was on time – so smiley face there!! When I mentioned to the consultant that I had been doing some basic exercises which I had found they actually said I had been doing the right thing because of the mobility I had, but I had to discover this myself which I find disappointing and annoying… Because my physio appointment hadn’t come through and I was going away I booked a private session last week and got the same surprised reaction that I had that I hadn’t had any advice. My NHS physio appointment did then come through and I had a session this morning. Again there was surprise about the lack of advice. Both physios have commented that I have managed to get most of the movement back already so there should be a good outcome. Not sure of any other way besides leaving this review that I can make this plea, and I don’t know what others experience. Find it strange that the good progress I appear to be making was by me taking the initiative and making a judgement on what to do. I’m reasonably intelligent and self-motivated and have access to the internet to get the info I used. Others may not do this and end up having longer or less complete recoveries.

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Response from Southampton General Hospital

Thank you for taking the time to let us know about your experiences. I am truly sorry they were not consistent in their level of satisfaction and the advice that you needed was not forthcoming. Your comments have been passed to the management team for trauma and orthopaedics for the purpose of wider learning. However, if you would like to contact Patient Support Services on 023 8120 6325 they will to take your personal details to provide more specific feedback to the clinical staff who you met. May we take this opportunity to wish you well with your ongoing rehabilitation.

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