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Son left in agony for 3 hours

Story from nhs.uk

"Son left in agony for 3 hours"

About: The Snaith and Rawcliffe Medical Group

My son dislocated his shoulder after falling down the stairs.

Being new to the area our first port of call was the surgery to see what we should do.

The reception staff didn’t appear to have much of a clue but after consulting colleagues sent us to Goole minor injuries hospital saying they would be able to put his shoulder back in place. However Goole informed us they didn’t have specialist staff to do this and we should never have been sent there by the GP surgery.

Instead we had to go to Pinderfields in Wakefield who were excellent but 30 miles away.

My son endured an extra 2 hours of agony because the surgery didn’t know the correct place to send a patient, surely the most basic of requirements.

I respectfully suggest the practice manager looks into training their staff a little more thoroughly.

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Responses

Response from The Snaith and Rawcliffe Medical Group 5 years ago
The Snaith and Rawcliffe Medical Group

Submitted on 09/07/2018 at 12:15
Published on nhs.uk at 13:06

We are really sorry that you feel that your son was misdirected by our staff. It is actually extremely unusual that someone would contact a GP surgery with advice about a possible dislocated shoulder as most people do just go straight to A&E.

It is unfortunate that our Minor Injuries Unit at Goole, has recently been re-designated as an Urgent Care centre so they no longer deal with minor fractures or dislocations as they did in the past. The staff member concerned wasn’t aware that the range of conditions they see has changed. I will ensure that staff will all be made aware of this. I have also informed the local CCG and asked they update the information that they have on their website. If you look at: http://www.eastridingofyorkshireccg.nhs.uk/urgentcare/goole-1-1/ you can see that there is still information regarding the minor injuries unit- and shoulders are specifically mentioned- which is where I believe the confusion arose at our practice.

I would be very happy to talk to you about this if you wish to contact me, and I can inform you directly of what action we will take as a result of this event. We hope that your son makes a full recovery. Please do contact the surgery if we can provide any further information.

Jacqueline Roe (Practice Manager)

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