"Burnley urgent care"

About: Burnley General Hospital

(as a parent/guardian),

We arrived at Burnley urgent care at about 9pm with my 2yr old daughter who had fallen off the settee backwards. She was crying and complaining that her neck was hurting. I straight away thought she may have broken her collarbone, as I broke mine twice as a child. I am not a doctor by the way, but am a biomedical scientist. We wait about 3 hrs in total, she was checked for a broken collar bone and told it was not broken and we were sent home.

The next morning my daughter was in the same position I had left her in bed and couldn't get herself up out of bed due to the pain. Thus I took her to my local drop in centre in rawtenstall who most 'helpfully' told me 'if you have come for an X-ray you have come to the wrong place' and told us to go to Accrington.

We decided to take her back to Burnley. This time we waited about 4hrs, and explained we had been sent home the night before but she was still in pain and would like an X-ray doing. The doctor suggested an X-ray straight away. We were informed that my 2yr old had a broken collarbone!

Why was an X-ray not done on the first visit? ? ? Even my 2yr old diagnosed that it was a problem with her neck and she hasn't got any medical knowledge.

Maybe in future the doctors should do a more thorough examination even tho it was around 12am. Then we wouldn't have had to return to the department with a very weary 2yr old in pain!

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Response from Melissa Almond, Senior Patient Experience Facilitator, East Lancashire Hospitals NHS Trust

Thank you for your feedback regarding your experience of the Urgent Care Centre at Burnley General Hospital when you attended with your daughter and for taking the time to do so. We are very sorry to hear of your experience and please be reassured that your comments will be brought to the attention of the team concerned. We are very keen to investigate further and would be grateful if you would contact me (Melissa Almond) on 01254 734087 or email me on Melissa.almond@elht.nhs.uk so that I can understand more about your experience.

Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk

Thank you again for commenting and I hope to hear from you soon

Melissa Almond, Patient Experience Facilitator

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Response from Burnley General Hospital

Many thanks for your comments regarding your experiences of the Urgent care centre at Burnley General hospital and for taking the time to do so. I note that my colleague has responded to your comment via the Patient Opinion website.

I hope this is satisfactory but if you have any further comments or wish to discuss further, please contact me Helen Ritchie on 01254 734471 or via email at helen.ritchie@elht.nhs.uk.

Regards helen Ritchie

Senior patient experience facilitator.

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