"I felt as if I was in a cattle market at..."

About: Nuffield Orthopaedic Centre

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I have been a patient for 23 years and the way that clinics are organised is abysmal. The waiting room was so full it was impossible to sit down. Every time I have attended over the last few years I have seen someone different, who obviously hasn't bothered to look at my notes. It is a bit like queuing at Tesco checkout and being given somewhat less personal attention. I waited almost two hours to see a registrar attached to another consultant who asked me questions that she should have known the answer to if she had even briefly read about my last visit. Someone else whom I assume was a student was also in my consultation even though I wasn't asked if I minded. I was sent for a blood test. The person did not use a tourniquet and was argumentative when I said which was the best vein. I then went for X ray of neck and shoulder but was then told that they were not doing neck. This was supposed to be followed by a steroid injection in my shoulder. However, there was no one there when I came out of x ray, everyone had gone home. The only person left was the one who took the blood. He was unhelpful, said I would be sent an appointment. I asked how as no one would know that I did not have the procedure carried out. As far as the doctor knew I had proceeded from x ray to day clinic for injection. He was totally unconcerned. I travel 25 miles to this hospital and it seems like a total waste of time. I just sat outside and cried. I have been in such a lot of pain lately and I felt totally let down. When appointments were either with ones own consultant or registrars I felt that I received better treatment. The closest I have come to this is attending a free clinic in Greece about 30 years ago, but then I was at least treated in the end.

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Response from Nuffield Orthopaedic Centre

I am Deborah Dunn, Complaints Operational Manager for the Oxford University Hospitals NHS Trust and I am very sorry to read of your poor experience when attending the Nuffield Orthopaedic Centre recently. We would be very happy to investigate the issues you have raised and respond to you directly if you would like us to. Please contact the Complaints team on 01865 221728 or complaints@ouh.nhs.uk and a member of the team will be happy to discuss your conerns and agree with you how you would like us to respond. In the meantime, your concerns will be shared with the appropriate divisional managers and clinical staff.

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