"Terrible Treatment with no one to listen"

About: Leicester Royal Infirmary

them I had a referral letter and explained that we were there to have his dressing changed. She then directed me down the corridor to a waiting area.

It took 60 minutes, before anyone came to see my son, we were then seen by a triage nurse who took his temperature and a few other observations, I proceeded to hand them the letter and his notes from our local hospital which they read, typed a lot into the computer within the cubicle and then told us to wait again within the waiting area. This wait was longer than first, we were waiting over 90 minutes to be seen. This is something I had not planned for, as I had not brought bottles or nappies, as given our experience within our local unit, we were in and out as all that was required was to remove the dressing and replace it. By this time we had been in the department over 2 and a half hours. This sort of time was not forecasted as we were supposed to be travelling home at 3pm that afternoon yet it was already now near to 4pm. We then proceeded to consultation room 8 to see a doctor.

I handed the doctor the paperwork, and explained what had happened, when it had happened, and the fact we were there for a dressing change. He then examined McKenzie’s hand, which was healing nicely. As a small child he had taken his dressing off during the previous night, and the burn itself was healing very well. The doctor then read the letter, but did not seem to neither understand or be interested in the letter or notes of my son from our local hospital. The doctor then said he needed to ring a senior doctor for advice. When he re-appeared he then told me he would be admitting McKenzie into Ward 11, where he would need to be seen by the Plastic Surgeon and Burns Consultant. Which completely shocked me, I reiterated the fact that we I had only brought my son in for a dressing change, but he insisted this was procedure and he had to follow the procedures.

We were then escorted to another Nurses room half way down the corridor towards the reception area. The doctor discussed his case with the nurse, then there seemed to be a little bit of panic, as the doctor said his hand must be put in cling film, and no one could find any. Everyone from the cleaners, health care support workers, and fellow nurses were all looking for cling film, before the initial nurse found some within a draw. She then proceeded to covering his whole hand in cling film, and ushered us again to the waiting area close to reception.

By this time, it had gone 4pm, and I was getting very concerned as McKenzie had not had a bottle or food, and we were already have supposed to left for the nearly 200 mile journey home. When I enquired with the nurse if there was a shop within the UCC or close by where I could get my son, some food/drink she said he would not be allowed anything as he was being admitted to a ward.A logistics porter then proceeded to escort us up to Ward 11, although he did not seem to know where this was. Further comments sen

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Response from Leicester Royal Infirmary

Dear reviewer,

We are really sorry about your experience and the frustrations you faced on the day. Wwe are also sorry it has taken us some time to get back to you.

We are unsure as to whether you visited the Urgent Care Centre (as listed), or the Accident and Emergency Department?

Although based at Leicester Royal Infirmary, the Urgent Care Centre is actually managed by George Eliot Hospitals NHS Trust. If you would like to share your concerns with the team, please email UCC Manager Kim.Wilding@lcchs.nhs.uk.

If in fact you were treated in the most part in the A&E department, we encourage you to formally report this concerns to our Patient Information and Liasion (PILS) team so they can investigate this for you https://www.leicestershospitals.nhs.uk/patients/patient-welfare/patient-information-and-liaison-service/contact-form/

Kind regards

Communications Team

Leicester's Hospitals

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