"Treatment of my mother following a fall on an..."

About: Manor Hospital

Last Tuesday my mum ( who is 87) fell on an escalator in Walsall. An ambulance was sent for and arrived very quickly. The paramedics were excellent and put mum and me at ease. When we arrived at A&E I went to book mum in. I was told to wait and someone would fetch me to be with mum. She is visitng from Somerset so the hospital is strange to her, she was very shocked and is deaf so really needed me to be with her. After half an hour I went and asked if I could go through but was told to wait again. After another twenty minutes someone came and called me.

Mum was in a cubicle - not the cleanest and told me she had been to have an xray. About fifteen minutes later a Consultant arrived and said there might be a small fracture, the consultant wasn't worried and a nurse would put a tubigrip on and see if she could walk. A long time afterwards a nurse arrived, said I've been on my break what have you done? I explained we'd already seen a doctor and were waiting for the tubigrip. The nurse seemed surprised. Said they had not seen the notes and didn't like the look of the injury. I questioned this as we were then being told two different things. The nurse went to find notes and came back saying they would put the tubi grip on. Mum had to go to the toilets in treatment area , they were dirty and smelly. Mum found it very painful to walk but we were sent on our way with an appointment for a review on Friday morning. That evening as I helped mum to get ready for bed I discovered that a cannula had been left in her arm. I rang the next morning and was told to bring her in and it would be removed straightaway. When I got there I was then told I'd have to take her to The Urgent Care centre. she was in a lot of pain at this stage. After a wait there it was finally removed. I would also like to point out that she takes dabigatran so I was also concerned re any bleeding.

On Friday I took mum for the review. She was in a lot of discomfort and found it difficult to walk. We were called in. It took a long time for her to walk and I heard someway say "Is she coming" ? The nurse didn't come to us to see if they could assist. When we finally got into see the doctor they said straightaway it was definitely fractured and showed us the xray where it was quite obvious. As it was very swollen a temporary plaster was put on and she has to return next Tuesday. I would like to say I have attended The Manor Hospital in the past for several reasons and have always received excellent treatment and kindness but on this occasion I was very disappointed on many levels.

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Response from Manor Hospital

Thank you for your comment and I apologise for you and your mother's poor experience. We would like to investigate this further and would be most grateful if you could contact us to provide further details via Patient Relations - patientrelations@walsallhealthcare.nhs.uk or 01922 656463.

regards Garry Perry

Patient Relations Manager

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