About: Burnley General Hospital

My mum was attached by a cat, now to say that or read that it actually sounds quite funny, and it was actually quite funny at the time. However what wasnt funny was the mes it made of their arm, deep scratches, the fingers were all bent with no feeling, so to be on the safe side, a trip to Urgent Care, This was late evening, the reception staff were lovely as was the nurse in triage and finally the doctor that we saw who bandaged them up and left the arm in a sling. She was told to return to Urgent Care on teh Saturday Morning to check for infection as the her own GP wouldnt be working at weekend. Advised that there would be a wait as would be seen in order of priority but if she were to go first thing waiting time would probably be less,

Saturday Morning - we arrived at Urgent Care and told the receptionist the story of what happened and why we were there, to be told we were lying as that wasnt something and Urgent care doctor would advise and suggested she waited until Monday to go and visit her own gp, I explained that the doctor in question had said to go to urgent care as they wanted to check for any infection, After several minutes of huffing and puffing, the receptionist booked her in and asked her to take a seat. ..Strike one

Then the triage Nurse called her name in a rather cheery manner, well that was short lived, once again when explained why we were there to told in a roundabout way we were wasting time and shouldn`t be there. Now im a firm believer in working for the NHS being a vocation it takes a certain type of person , warm friendly caring empathetic , sympathetic, , this nurse was neither. Their manner was absolutely shocking they spoke to my mum and myself as if we were stupid, i tried to explain that it was in the notes which was just dismissed, they way they made my mum feel was terrible and my hard earned tax is an absolute waste of money paying their salary, speaking of salaries maybe they need a wage rise because the oversized cardigan they were wearing looked well past its date, it was shabby, scruffy and probably carrying a million germs, im pretty sure there`s rules regarding infection control?? Not the kind of image you want on the front line , not a good example of NHS employees.

When eventually seen by the doctor they read the notes and fully understood the reason we were there, friendly caring exactly what you would expect from a medical professional. My mum was treated and sent on her way.

I rarely leave feedback on these kinds of things as i feel they are rarely ready and no action is taken from them. However i was so appalled by the reception and the triage nurse i felt i needed to say something.To finish i have to say that in future i think i would suffer over a weekend and wait until Monday and see my gp,no one wants to be at the hospital at weekend ...Staff Included

Story from NHS Choices

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Response from Burnley General Hospital

Thank you for your feedback regarding your Mums experience of the Urgent Care Centre at Burnley General Hospital and thank you for taking the time to do so. I am sorry to hear of your Mums injury but pleased that you found the staff lovely on your first visit.

However, I am sorry to hear of your experience on Saturday morning and I am very keen to investigate your comments and need more information to do this.

I would really appreciate it if you could contact me, Helen Ritchie on 01254 734471 or you can email me at Helen.ritchie@elht.nhs.uk.

We take all comments very seriously and this is certainly not how we would want our patients and families to feel after visiting our services.

Thank you

Helen Ritchie, Senior Patient Experience Facilitator

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