"Minor Injuries Dept"

About: Hertfordshire & Essex Hospital / Minor injuries unit

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My mum of 85 had a fall on Sunday afternoon, after numerous calls finally got on-call nurses out to her 1.30am Monday morning (they'd been confusion about who should come out being that she lived on the Herts/Essex border). They checked her and cleaned, dressed wound on arm & suggested appointment to see GP nurse on Tuesday. Monday morning Mums hand had swollen with bad bruising and pain but was adamant she didn't want to go A&E & sit 4 hours or more. It became worse overnight so she finally agreed (Tuesday 27th August 2013) to go to Herts & Essex Minor Injuries Dept. Arrived at 9.28am. It was easy to park and cost £1.00 for 2 hours (just how it should be rather than the prices other hospitals charge). We walked into the reception of Minor Injuries and Mum's details where taken, it was busy enough but we were seen by a nurse, then sent for x-rayed, back to nurse. The nurse got the x-ray up on screen and my mum was told she needed half a cast to the hand & wrist. The nurse cleaned up the elbow dressing and put on the cast explaining everything she was doing and making my mum feel at ease. We walked out at 11.35am - 2 hours - brilliant!. My Mum hates going to hospital/doctors but she said she wouldn't hesitate to go back to Minor Injuries as she was very satisfied with the treatment and staff and would recommend the service they provide. The only thing she disliked was having to give out her address, date of birth and confirm telephone number as it could be heard by others in the waiting area. Thank you and keep up the good work and great service!

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Response from Head of Patient Engagement, Patient Safety and Quality, The Princess Alexandra Hospital NHS Trust

Thank you so much for telling your story about your Mum's experience, the Minor Injuries service is run by Herts Community NHS Trust. I will ensure this is passed on to them and I am sure they will be delighted to receive this feedback.

Thank you for taking the time to post your message and clearly some work is required to improve privacy around personal information - I will ensure this is highlighted.

If you ever need provide feedback to The Princess Alexandra Hospital NHS Trust about its services please do call 01279 827084 and we will respond.

Response from Linda Norton, Clinical Quality Manager, Patient Experience Team, Hertfordshire Community NHS Trust

I am delighted by the comments and it is pleasing for myself and my team to know that the service worked well and would be recommended by your mother. I fully take on board the comments about personal information being able to be heard in a full waiting room.

The service uses a fully computerised system which means that patients are asked their details and the information populated on the computer by the receptionist. However, we welcome your feedback and will look at how we can deal with this issue going forward.

Debra Hubbard

Patient Flow Manager & Locality Manager

North, Stort Valley & Villages and Herts & Essex Hospital

Hertfordshire Community NHS Trust

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