"Frimley A&E"

About: Frimley Health NHS Foundation Trust

On the 20th of April, I unfortunately had an accident at a trampoline centre in Camberley where I sustained a spinal injury. I was place into a collar and spinal scoop before being taken to Frimley A&E department via ambulance. Upon arrival, roughly about 9pm, I was placed in the corridor where I remained for 1½ hours, all the while I was in a huge amount of pain. I found myself having to ask multiple times for something to help me deal with it, eventually receiving 1g of paracetamol from a seemingly reluctant nurse.

When I was moved into a room (about 11) I was still in extreme pain and asked if there was anything else they could give me, only to be told that I was not allowed to have any pain medication until I had been examined by the doctor (at the time I did not believe this to be true, and after asking my parents who both work in a hospital, I now know this not to be true). I then followed up and asked if I could be seen by the doctor, only to be told that I could not see the doctor until I had had an X-Ray (to myself I thought fair enough, this is at least understandable). I then asked, when would I be able to have an X-Ray - the estimated wait was 3-4 hours, and I had been put on the list.

By this time, myself and my two friends who had kindly accompanied me had already been waiting in the hospital for close to 4 hours. To then be told that I would have to wait a further 3-4 hours just to get an X-Ray was awful. The nurses were exceedingly rude, and not understanding of my situation in the slightest.

I made an executive decision to self-discharge and return to Oxford, where I attended the John Radcliffe Hospital the following morning, to find I had a fracture of the superior end plate of my T6 vertebra.

I cannot possibly recommend the A&E department to any of my friends or family. I believe the patient care of this department was appalling. In my opinion, the nurses on duty did not believe that I had sustained a serious injury which would explain why they acted the way they did, they did not make me feel welcome, they did not ensure that I was okay and I did not feel at all safe in their hands – and to me, this is an enormous aspect of working in the healthcare profession.

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Response from Frimley Health NHS Foundation Trust

Thank you for taking the time to leave your feedback.

I'm very sorry to read of your experience.

I would be really grateful if you could contact our PALs team so they can investigate what happened in more detail, in order that we learn for the future.

You can email them on palsfrimleypark@fhft.nhs.uk or ring them via switchboard on 01276 604604

Thanks for raising your concerns

Kind Regards

Claire Marshall

Head of Patient Experience

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