"Appalling system hasn't changed in years"

About: William Harvey Hospital

My five year old son had an injury to his arm on a Monday evening and was admitted through A E. Had a couple of xrays and a soft cast put on, sent home. Given appointment for fracture clinic on the Friday. They said he needed surgery asap as it was twisted! So they knew there was a problem, why was he discharged in first place with no knowledge passed on to us? They also couldn't find his notes which are still missing? I would like to know what breaches of Information Governance, and Data Protection are continuing? Not happy at all. So he had surgery on the Saturday when they had made a bed available this went well. Apart from the early morning phone call to get us up to the hospital for the opera, they were asking if I was the father of a different child! Unbelievable really, maybe if they had the notes which are still missing today. We were told by the discharging doctor we would receive an appointment for fracture clinic to have his arm cast properly as only in half cast due yo the swelling of post surgery and having it wired. The fracture clinic struggled to get through over phone, left messages etc not returned calls, my wife did speak with someone who sind they had no appoints and that he didn't need a cast ad it was done lady Friday! Must be the missing notes again, a serious matter that they have dissappeared? The administration of this hospital is appalling, it has not improved in 15 years it's got worse, i can not fault the work of the nurses and doctors who overworked and understaffed. This must improve get more staff! Get people to answer phones, you might even find by communicating with people there is far less frustration. I've heard the were busy, had a lot of patients etc, same old story 15 years later. No new beds in this area for fifteen years, but there's ure is a massive increase in population. All i want is for my poor little 5 year old son to get the treatment he needs when he needs it, is that too much to ask?

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Response from William Harvey Hospital

No, it is absolutely not too much to ask.

I am so sorry to learn about the frustrations you and your son have experienced.

We need to sort this out for you so please would you ring PALS (Patient Advice and Liaison Service) so that we can take a few details from you.

The Telephone numbers are 01227 783145 or 01227 864314.

You may well get our answerphone, but we absolutely guarantee to get back to you if you leave your name and number.

The message says within 24 hours, but more often it is within two hours.

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