"Why is the system so little patient-centred?"

About: Royal Gwent Hospital / Accident & Emergency University Hospital Of Wales / Accident & Emergency

(as the patient),

Last weekend after breaking my ankle I go to University Hospital Cardiff A&E which is a similar distance but easier to me to get to than Royal Gwent Newport. I am X-rayed and they fix me in a plaster of paris cast and give me crutches. They say if I take my paper record of this visit to A&E at Royal Gwent in Newport, they will replace this cast with a more weight-bearing cast offering more mobility. The sooner I go the better. This sounds encouraging, and I should feel optimistic.

Yesterday, I figured it would help if I asked the fracture clinic at Royal Gwent for an appointment. No, they said, I would have to go to A&E first. I phoned Royal Gwent A&E who confirmed this. But to facilitate the process, they would ask Cardiff University Hospital to send my X-rays straight away.

Since I am unable to drive, today I caught the bus to Newport. The hospital was a laborious and exhausting 35 minutes from the nearest stop on crutches. I gave my papers to A&E, expecting to wait in the line so I could have an appointment with the fracture clinic who would fix me up and send me home with a more weight-bearing cast. No chance. They would scan my papers onto their computer system today, that was all. Oh, and request my X-rays from Cardiff University Hospital A&E as they hadn’t done this yesterday though they said they would. Only tomorrow would a doctor look at my case and arrange an appointment with the fracture clinic.

My question is why is the system so little patient-centred? I struggled into Royal Gwent in Newport just to give them some papers. Cardiff University Hospital A&E could have sent these with my X-rays by now and I could have an appointment without having to have travelled there just as a postman.

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Responses

Response from Internal Communications Manager, Communications, Aneurin Bevan Health Board

Hello percefal,

Thank you for your comments which we have noticed on the Patient Opinion website.

I am sorry to hear that you weren't happy with the service you received when you broke your ankle.

We welcome all feedback, including comments or suggestions that may help to improve our services and we are committed to improving the quality of the health services in the area.

If at any time you feel dissatisfied with the treatment or care you have received, you can raise your concern by writing to the Chief Executive. The contact details are:

Dr Andrew Goodall

Chief Executive

Aneurin Bevan Health Board

St Cadocs Hospital

Lodge Road

Caerleon

Newport

NP8 3XQ

Alternatively, you can email your concern directly to the Putting Things Right Team at Puttingthingsright.ABHB@wales.nhs.uk

Please include the following information in your email:

your full name

address

telephone number

the name and address of the patient (if you are emailing on behalf of someone else)

Regards,

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