"Initially went to A&E, ..."

About: Queen's Medical Centre

(as the patient),

What I liked

Initially went to A&E, great staff, temp plaster put on. Plesant and polite staff who all seemed in a happy joyful mood, despite it being a weekend shift!

Fracture clinic, horrendous!!!! Had to queue for 10 mins with a plaster on up to the knee just to report to reception! Nearly fell over as leg was giving way! Thanks to people nearby who caught me i didnt! Told the nurses i had suffered a stroe years ago and this had left me unsteady when using the crutches! Totally ignored this! After that had new plaster put on and had to wait ages whilst senior nurse member of staff attended to everyone else who came in to the plaster room after myself, despite the other patients tellin her this! Saw and heard the same member of staff verbally critiscising another nurse about her treatment of patients (she hadnt done anything wrong!) Then she went through to tthe other room and gossiped! Then put me in a wheelchair and left me in the middle of a deserted Fracture Clinic reception by myself. Asked her where the phone was and when i finally got there, the phone didnt exist and i had to use the crutches to go down the long corridors to go to B floor where i knew there were some phones! Fell again 3 times! Got to where i thought the phones were and loe and behold they've moved them! Even members of passing staff dont know where they are! By this time i had to go to B floor reception and burst into tears as i fell over again! Reception staff were excellent and rang home for someone to come and pick me up! If fracture clinic had just shown a bit more concern and compassion i would have had a dignified experience!

What could be improved

Nurses compassion and talking to you, not being treated as a number!

Fracture Clinic reception, why not have a ticket sytem and then people with leg injuries can sit down and wait whilst waiting to report to reception! 10 minutes doing an impression of a shaky Flamingo is not safe!!!!! Not everyone has someone who can stay with them to help at appointments.

Anything else?

Telephone signage, installation of a telephone in Fracture Clinic would aid a lot of people. Wheelchair hire service for use out of hospital! More thorough examination of peoples needs, we may have additional conditions that affect the equipment you are given to use!

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Response from Queen's Medical Centre

Thank you for your feedback. We are sorry to hear that your experience in our hospital was not to the standard you expected. You have highlighted several areas of concern that need to be addressed. Please can you contact our Patient Advice and Liaison Service on 0800 183 0204 or email pals@nuh.nhs.uk so we can immediately investigate the issues you have raised and provide you with a full response.

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