"Fantastic care in Urgent Care Unit"

About: Burnley General Hospital

I attended the Urgent Care Unit on the 8th April 2016 with my husband when he damaged his thumb that morning. We arrived at about 8am and only one other person waiting in front of us. When we were called through by a physiotherapist they imeadiately said they thought that they knew what my husband had done to his thumb, after examination they confirmed that my husband had ruptured or snapped the tendon in his thumb. We waited quarter of an hour or so for paperwork to take down to X-ray and off we went. Unfortunately there had been a mix up over my husbands date of birth at reception in Urgent Care, so he now technically had two sets of notes, but the receptionist at X-ray went and sorted things out with patient records. We were soon back in the Urgent Care Unit and the Physio asked if my husband minded if a colleague looked at his injury as it was unusual and the colleague had not seen one before. So whilst we sat and waited for the Consultant to contact the Physio with their view of his injury the colleague came and examined my husband and was very greatful for his cooperation and was very interested. We were then told that the consultant wanted to see my husband in the fracture clinic at Blackburn at the next available appointment. We made the appointment with the receptionist and waited for a nurse to call my husband through to strap up his thumb. We were out of the unit by just after 10 am, and were very impressed by the staff and the facility. Well done all!

Our only gripe is the automatic door and the position of the red line you are supposed to stand behind at reception to give the person at the desk some privacy, as standing behind the line operates the automatic doors! They were permenantly opening and closing and the noise of their operation combined with the noises outside certainly contributed to the mix up over my husbands date of birth at the start of our visit. The paperwork required took longer than any of the treatment!

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Response from Burnley General Hospital

Many thanks for your feedback regarding your attendance at the Urgent Care Centre at Burnley General Hospital with your husband and thank you for taking the time to do so.

I am so pleased you were impressed with the staff and the facility but sorry about the mixup with your husbands date of birth.

Thank you for being so understanding.

I note your comments regarding the automatic doors and the position of the red line.

I will ensure your comments are passed onto the team.

Many thanks again and Best wishes

Helen Ritchie, Senior Patient Experience Facilitator

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