"My 6 yr old had broken his wrist so we went to..."

About: Weston General Hospital

My son fell in a play centre and hurt his wrist. He normally won't see a doctor for anything so when I asked if he needed to see a doctor and he replied yes I knew it was serious...we we arrived at A&E at 1oclock and we were greeted at check in by a very rude person! They were clearly having a bad day and didn't hide the fact that it was busy, they were argumentative that I hadn't updated our address with our own doctors as their system had an address where we lived 5 years ago and have moved twice since. They told me firmly that I should check with my doctor as 'our systems are always on point' I then told them that I had received a letter for the nhs just last week for my son so I know they have the correct address! They then moaned that it was busy and that we should go to the waiting room and 'join the club... We have half the schools in here'!

They made me feel so bad that after an hour or so waitingI offered to take my son to boots and bandage it myself rather than wait the 2 & 1/2 hours to be seen... We then left and got as far as a cafe but my son wouldn't eat and wanted to return so we went back to the hospital just in time to hear the doctor calling us! So glad that we did as it turned out he had broken his wrist and needed it plastered.... Maybe the person on reception should be aware that is parents aren't coming in for fun! It's not a 6 weeks holiday to do activity by choice! I nearly took my son home with a broken wrist without any care all because this person was having a bad day and it was busy! I will b making a formal complaint

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Response from Weston General Hospital

Hello Laura,

We're sorry that you felt the receptionist treated you that way. It sounds as if you had a very stressful day. It's very important that we get the right address for people as if we have any follow-up letters or appointments we need to make sure they are sent to the right address. We'll pass your comments on to the Clinical Lead of the Emergency department as she'll want to hear your feedback. We do hope your son's wrist is on the mend and he's able to enjoy his summer holiday.

If you would like to discuss this matter further, we would be grateful if you would contact our Patient Advice and Liaison Service ( PALS) on 01934 647216 or by emailing wnt-tr.pals@nhs.net.

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