"My injuries weren't treated"

About: Norfolk & Norwich University Hospital / General medicine West Suffolk Hospital / Accident and emergency

(as the patient),

I am disabled due to a stroke and other medical conditions and I had a fall at home resulting in an extremely swollen wrist and leg and a very painful neck. We waited patiently in the queue to register and was asked if we had been to the hospital before to which I answered no, so had a clipboard thrust at me and told to go away and fill it in.

I did then queued again to give the form in and to answer the questions when I explained that I had hurt my wrist, leg and neck I was told to choose which one hurt the most! ! ! We were then sent to sit in the waiting area which we did for quite a long time, we watched people that had come in after us be called into triage before us but we carried on waiting patiently until we were called into see a nurse. She asked what was wrong and when I told her she was looking at my wrist when another nurse came in and interrupted to ask what was going on . She was getting confused about the order. The first nurse was calling patients in and why had she put other people before me. I thought that this wasn't very professional in front of myself and my husband.

I was sent to X ray for my wrist but the nurse said she would examine my leg but didn't. We then had to wait to see the doctor as the nurse practitioner " didn't do necks ". We didn't wait to long to be called by a doctor who called us and then he started to walk away. We just had to guess that we were supposed to follow him, when we got into the room he told us his name then asked me what was wrong with me so I had to once again explain why I was there and I told him my neck was extremely painful. He felt my arm but didn't touch my neck or look at my leg asked what medication I was on so my husband showed him a repeat prescription as I am on a lot of medication, had a quick look and told me my wrist was fine to use it and carry on taking my medication.

I left the hospital with a swollen leg and an extremely painful neck which nobody had looked at and a wrist that I had been told by the first nurse to keep raised but was not given a support. I have been to Norfolk and Norwich hospital on a few occasions due to falls and have always been treated with kindness and professionalism, I have never been sent home with my injuries not being treated.

My experience at Bury St Edmunds hospital made me feel as though I was wasting the time of the staff, it isn't an experience I will be repeating. The only staff I will praise are the housekeepers as quality of the cleaning is superb and I can say this with a professional insight as I was the manager of the Housekeeping staff covering 4 hospitals before I retired but the medical staff need to listen to the patients if they are to treat them with professionalism.

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Response from Janice Bradfield, Senior Communications and Membership Manager, Norfolk and Norwich University Hospitals NHS Foundation Trust

We are pleased to hear that the staff at the Norfolk and Norwich University Hospital have been helpful in the past.

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Update posted by Alzoe (the patient)

My husband was in the day care yesterday for an operation on his shoulder, he has a phobia with hospitals and had gotten so stressed he was crying and shaking.

We had said at his pre op day that he was extremely nervous but it is hard to convey just how scared he gets. They had organised that he would be first to the theatre and they did try to get him a side room so I could be with him until he went to theatre but there were no rooms available but the staff were putting him in an end bay and were going to pull the curtains round so I could be with him.

The anthertist came to see him to try to calm him which seemed to help then Mr Hallam also tried to calm him the end decision was then taken to take him straight from the waiting area to the theatre. I was kept up to dated how things were progressing and taken into the ward as soon as he was brought up from recovery.

The young lady and young man on reception were really helpful and so pleasant, the nursing staff were so kind and understanding and did everything they could to help allay my husband's fears and the Aneatatist and Mr Hallam were brilliant so a big thank you to all. The only negative was we had to be at the hospital for 11am but his operation wasn't until 2.pm and we couldn't understand why we couldn't have come nearer the operation time.

Response from West Suffolk Hospital

We are really sorry to hear that you have had this experience and would like to discuss it further with you.

We will be passing your comments on to the A&E Team to investigate but would be grateful if you could contact our PALs Team on pals@wsh.nhs.uk or 01284 712555.

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