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"Time taken for diagnosis of a broken spine"

About: East Midlands Ambulance Service NHS Trust / Emergency ambulance Hawthorn Medical Practice Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus / Neurosurgery Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus / Pain Management Pilgrim Hospital / Accident and emergency Pilgrim Hospital / X-ray and Scans

(as a service user),

Approximately, over the past 5-6 months, I have received this treatment from The Pilgrim Hospital Boston. Treatment I cannot still believe I got!

I fell very badly and damaged my back. I went to the A/E at Pilgrim on two occasions hoping for help but received  none. After hours of waiting, I finally saw a doctor. He briefly examined me and sent me home, and reported to my GP that I had overdosed on morphine. I wasn’t taking morphine!

He did not even look at my back and yet I had sat, in agony,  all night in the hospital, I received no drink, no attention and was told that it was the drugs that were making me thirsty. This statement left me puzzled as I hadn’t taken any. Of course this was due to the fact that they were convinced I I had.  My fall and back pain were not looked at. I felt that I was treated like an idiot.

Again after weeks of intense pain and illness, I had no choice but to go back to the Pilgrim. 

I felt that the ambulance service treated me as a joke. They told me that I would be sent back that same night so I wouldn’t need to take anything. As it happened, I was 5-6 weeks in hospital and had nothing with me. Living alone created massive problems.

Thank goodness the hospital provided me with some things. I overheard the paramedics saying that I would have a chair to sit in for hours, I felt like they were mocking me. I certainly did sit for hours - over 30! Thirty hours in A&E, but this time I was listened to, thank God!

This was nearly  three months after my accident, the GPs at Hawthorne Medical Practice were of no help either. I asked for a MRI scan on several occasions and even offered to pay for a scan. This time a doctor listened and had me scanned. It was found that I had a broken back! I was immediately put on a ward at the Pilgrim.

From this point I was treated very well and was told I would eventually end up at the Spinal Unit in Nottingham as I needed an operation.

After 4 weeks at the Pilgrim , I was moved to Nottingham. I was treated magnificently  and was scanned, constantly, to cover everything. Further fractures were also found. 

Unfortunately, it was discovered by the surgeons at Nottingham Hospital that an operation might be harmful at this stage as I had been operated on, many years ago, for spinal damage and this site is just below the new damage. They suggested pain management to see how I go. It’s unfortunately not working at present so I hope it improves.  

I Sincerely hope that if it does not improve that something will be done as I cannot live my life like this. It has taken me 5-6 months to get to this!

As I have said, I can at least  thank the doctors the last time I went to the Pilgrim who bothered to take notice of me, the other times no. Which has shocked me.


Waiting Time

Waiting time


Staff attitude

Staff attitude


Being listened to

Being listened to


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Responses

Response from Sarah Connerton, Patient Experience Manager, East Midlands Ambulance Service nearly 2 years ago
Sarah Connerton
Patient Experience Manager,
East Midlands Ambulance Service
Submitted on 26/09/2022 at 11:35
Published on Care Opinion at 11:35


Thank you for taking the time to share your experience with us. We are very sorry to hear that it was not a positive one.

If you are able to, we would appreciate you sharing your comments with our Patient Experience team, with as much detail as you can (e.g. date, time and location), so that they can investigate this matter further and provide you with a full response. You may contact them via telephone on 0333 012 4216 10am-2pm weekdays (or leave a voicemail if you wish) or email emas.pals@nhs.net.

Best wishes, Sarah Connerton, Patient Experience Manager, East Midlands Ambulance Service

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Response from Nottingham university hospitals nearly 2 years ago
Submitted on 28/09/2022 at 12:52
Published on Care Opinion at 14:57


Hi there, thank you for leaving such positive feedback regarding our services. We are heartened to hear that you felt so well supported by our spinal unit at NUH. We will pass on your comments to our team that you have mentioned and wish you a steady recovery with the care of our team.

Response from Holly Carter, Matron, Emergency Department, United Lincolnshire Hospitals NHS Trust nearly 2 years ago
Holly Carter
Matron, Emergency Department,
United Lincolnshire Hospitals NHS Trust
Submitted on 03/10/2022 at 07:53
Published on Care Opinion at 07:53


Dear Janh

Thankyou for taking the time to provide feedback- there was both some positive and negatives relating to your experience at Pilgrim Emergency Department.

We are sorry you have had a prolonged period getting the answers you need. We apologise for the long waits in the Emergency Department- it’s not something we would want any patient to experience and we appreciate that impacts on patient experience greatly.

We sincerely hope your spinal condition is managed appropriately by all in the future and you are not in pain.

Kind Regards, Holly Carter. Matron- ED PHB.

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Update posted by Janh (a service user)

I wish I could say I was out— or getting out— of pain.

I now must wait and hope I improve. I cannot afford another fall and the pain is extreme at times. And my right leg and hip, being so painful when I walk and stand, are a great worry.

I live alone so what can I expect now? I would risk the operation now as things are. I can just hope.

Response from Sarah Connerton, Patient Experience Manager, East Midlands Ambulance Service nearly 2 years ago
Sarah Connerton
Patient Experience Manager,
East Midlands Ambulance Service
Submitted on 17/10/2022 at 11:16
Published on Care Opinion at 11:16


Please do get in touch with our Patient Experience team via the contact details provided previously (above in this post) if you wish for us to look into this matter further for you. We would be happy to assist.

With thanks

Sarah Connerton - Patient Experience Manager for EMAS

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Update posted by Janh (a service user)

There are too many from the Ambulance Services Lincolnshire and staff of Pilgrim Hospital A/E, to remember it, or them, at all. All I can say is I hope I never need help from Lincolnshire Ambulance or A/E Pilgrim Hospital again.

One consultant I feel so grateful to is Mr Singh, Orthopaedic Surgeon at Pilgrim Hospital”. No one else told me anything until I saw Mr Singh. He explained what injuries I had and that I would be going to Nottingham Hospital Spinal Unit. This was all I needed after waiting three months knowing I had hurt myself badly and was being ignored.

Thank you, Mr Singh. I am extremely grateful. Even though the outlook is not very good, you gave me the answers I needed from the start, when others didn’t or wouldn’t.

I was transferred to Nottingham hospital four weeks later, where I was looked after very well. Had multiple MRI scans but was told an operation would be difficult and might be dangerous. I do not know what will happen now. unfortunately I have much pain and cannot stand for long.

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