"System for minor injuries should change"

About: NHS Blackburn With Darwen Royal Blackburn Hospital

(as the patient),

I went to see my doctor recently about my finger which was very painful and swollen that I could not bend it. It was next to the index finger. By Saturday night it was acutely painful and very swollen. So I went to urgent care where I had to wait more than 4 hours before I saw a doctor. Went for an x-ray as I insisted that something was genuinely wrong. Result showed that my tenders were torn and given a strap to wear for rest which is very difficult. This took only 10 minutes. I think the system should change where there are minor injuries, they should be dealt with quickly and efficiently so that more care and attention should be given to more serious injuries. If my doctor would have listened to what I was saying, I feel I wouldn't have ended up at urgent care. Till this day I'm still suffering with my finger so hoping to go and see my doctor.

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Response from Sharon Walkden, Engagement Officer, NHS East Lancashire

Thank you for taking the time to share your patient experience with us.

I am so sorry to hear that you have had a disappointing experience and I can understand the frustration and inconvenience caused by a long wait in a busy Urgent Care Centre on a Saturday night.

The Patient Advice and Liaison Service (PALS) is here to help anybody who has any difficulties with, or enquiries about health services. If you would like to discuss further the issue regarding your GP practice we would be happy to hear from you to see if any lessons could be learnt from your experience which may benefit future patients and look into why other treatment options were not explored, for example, a GP can organise X-rays for patients, rather than a patient having to achieve this by attending at the Urgent Care Centre.

There is a PALS service in both Primary Care Trusts and hospital Trusts so if you would like to contact us on 0845 6031 068 (or e-mail us at pals@eastlancspct.nhs.uk) we will ensure that your experience is dealt with by the appropriate PALS service.

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