"Fracture Clinic at East Surrey hospital"

About: East Surrey Hospital / Accident and emergency East Surrey Hospital / Trauma and orthopaedics

(as the patient),

Reception staff and nurses polite and helpful.
But I felt that my doctor was off hand, irritated, showed no real interest, and had an appalling "bed side manner". There was no real greeting or introduction, their first statement was 'when did you have this reduced.....?' I didn't understand the question so they repeated the same words 3 times until in exasperation said when did you get your toes relocated (they had been broken and dislocated) I had no idea what "reducing" was?

They were irritated because the timings on the X Rays were apparently wrong and seemed to hint / suggest that was my fault. I had to try and explain the timings of A&E, X rays and treatment (reducing apparently) several times but was not listened too. I tried to speak about my concerns regarding increased pain levels (I am on strong ongoing pain medication for a bad back and my toes still hurt like hell despite this), my concerns regarding a lack of feeling under the two damaged toes - their reply was 'Perhaps you have thicker skin there', concerns re the two torn ligaments under the toes etc  but they showed no interest and when I mentioned I had been referred by A&E because of a history of Arthritis they replied What do you want me to do about it?. Finally, the doctor said they could do no more - they had not done anything - and if I had further concerns I should go to my GP and ask for a referral ... All in all I was furious when I left the clinic. I should have gone straight to reception and asked for a 2nd opinion but didn't because who questions a doctor! I thought that their manner was totally disinterested and I felt that none of my concerns were addressed. The doctor made me feel like I was an imposition. I will be going to my GP and wasting the NHS and my time by having to follow up a second opinion. I would like to contrast this with the A&E staff from when I visited recently, Dee, Paramedic Peter and a Dr who were top class and made every effort to assist. If I actually thought anything would happen I would complain about this doctor but feel its pointless.

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Response from Jamie Moore, Divisional Chief Nurse for Surgery, Surrey and Sussex Healthcare NHS Trust

Dear Steve 12, I am sorry to hear that your experience within fracture clinic at East Surrey Hospital fell below our expected standards. I will be very grateful if you could forward me your contact details to enable me to undertake a full review of the concerns you have highlighted.

Email: Jamie.moore@sash.nhs.uk

Many thanks

Kind regards

Jamie Moore

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