"Delays with fracture clinic appointment"

About: Good Hope Hospital / Trauma & orthopaedics

(as a relative),

I took my son to his fracture clinic appointment. This was after finally getting an appointment after he has slipped the net and only upon chasing it did I get one over the phone!

Our appointment time was 11. 10, we eventually got seen at 13. 25! When we got in to see the consultant we were told there in fact was no fracture! Why does someone not just call you and tell you this over the phone? My son who is doing his GCSEs missed 3.5 hrs of school and I missed 4 hrs of work! What a complete waste of everyone's time!

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear lmw

Thank you for your post regarding your son's fracture clinic appointment at Good Hope Hospital. I am sorry to learn that you have concerns about the amount of time you were waiting beyond your appointment time and that you feel the appointment was a waste of time.

Unfortunately, patient confidentiality and data protection are what limits the amount of information that can be imparted over the telephone to a patient, or their parent/guardian when it comes to their clinical care, treatment plan and management. This is why the appointment would have been made so that any advice or important information could be imparted on a face to face basis.

I appreciate your concern and frustration about the delay in clinic and the impact this had at such an important time for your son during his GCSE's, as well as you missing time from work to escort him.

If you could please contact me so that I can establish some information with you, I'd be most grateful. I can be contacted either by telephone on 0121 424 0808 or by email: marie.helebert@nhs.net.

I look forward to hearing from you at your convenience.

Kind regards

Marie Helebert

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