"I broke my collar bone while out ..."

About: East Surrey Hospital

(as the patient),

What I liked

I broke my collar bone while out cycling and was taken to East Surrey hospital which was the nearest hospital to where I fell. Excellent care in the abulance and quick referral from A&E to the surgical unit.

What could be improved

Waited over 8 hours for the surgeon to tell me whether they will operate. After eight hours was sent home with my collarbone in three pieces, some pain killers and told to come back in 7 days for them to set the bone. They made a sling out of fabric and tape which really hurt me also as it went accross the broken collar bone. I was left in so much pain that I went to A&E at St Georges, which is my local hospital, the next day and my care was sped up. I felt that St Georges took my case a lot more seriously and where horrified that East Surrey just sent me home.

Anything else?

I seriously don't understand how a doctor can leave someone with a broken bone for 7 days and feel very dissapointed in how I was treated at East Surrey Hospital.

Story from NHS Choices

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Response from East Surrey Hospital

Thank you for taking the time to comment about your experience at East Surrey Hospital.

We strive to deliver excellent, accessible healthcare and we’re sorry that on this occasion it didn’t meet the high standards we require. We apologise for the obvious delay in your initial assessment and that our management of your fracture caused you concern. After breaking a bone in the body, there is a window of opportunity to fix it which usually lasts around 2 weeks unless blood and nerve supplies have been significantly affected by the fracture. We’re pleased to hear that you are now on the mend.

Please be assured that we take all comments seriously and each comment is fed back to our management team.

Our Patient Advice and Liaison Service (PALS) is available to listen to concerns, suggestions or queries and can help sort out problems quickly on your behalf. You can contact PALS by telephone on 01737 231958, email: pals@sash.nhs.uk, or by writing to: PALS, East Surrey Hospital, Canada Avenue, Redhill, Surrey RH1 5RH.

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