"Very disappointed with care provided - December..."

About: Wexham Park Hospital

I received care for a hand injury sustained whist at work in December 2013. My initial treatment was carried out at another hospital in Oxfordshire, where the staff were nothing but helpful and supportive so it was a big shock when I carried on my treatment at Wexham Park. The first time I arrived at A&E, I was made to feel like I was 'bothering' the receptionist and that I was wasting the staffs time (which I think is the worst way you could make a patient feel at such a stressful time). I was seen by a number of different nurses, none of which really seemed to care much. I was glad that my injury was only a hand one as when I was sat in the cubical waiting to be seen by the nurse/doctor, there were a number of other patients sticking their heads around the curtain, looking for a member of staff. I believe this was because there was no clear direction as to where the patient should go to next or return to after they had been to another department. The staff seemed to just want to get rid of you pretty quickly. I was sent for x-rays with no clear signage of which way to follow the corridors. However, upon my return to A&E, the doctor did fully explain what my treatment was and it begun fairly swiftly. I was given a plaster cast, administered in A&E. After a full day of wearing the cast, I found it had become extremely loose and provided no support to my injury. I visited the A&E 2 days after my initial treatment, where I had yet another cast fitted. This was after the doctors and nurses has spoken to each other and decided they couldn't understand the treatment I had been given, I asked to speak to a doctor, the same doctor I had seen 2 days before and he completely contradicted what he had said previously. I insisted that the same treatment be provided and I was given a new cast. After only 24 hours, I found that this new cast was also not right as it was too tight and gave further pain. Unfortunately, I had to visit the hospital again, where they took off the cast, gave me a splint and told me to come back the next day to have a fibreglass cast fitted as the cast room was closed. I came back the next day and all went well, finally, as it was my fourth trip to the hospital in 5 days. 2 weeks after my cast was fitted, I was given an appointment at the hand clinic to see what further treatment I needed for my injury. I found the doctor very cooperative. I was told I needed to continue my treatment in physiotherapy. I asked for a referral to different hospital as I was moving address just before Christmas. I was told that the referral would take a bit of time to come through and that I would hear from my new hospital just after Christmas. I have not and now, after going all through the houses, I have found out that my referral was never made so I must begin my treatment all over again. Thanks Wexham Park!

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Responses

Response from Wexham Park Hospital

We are sorry to hear of your very mixed experience out our hospital and we're grateful for you taking the time to let us know where we need to improve. Signage is something which we are currently reviewing as we are aware from patient and visitor feedback that navigating your way through the hospital can be difficult. In addition, following the work that has been undertaken to redevelop our A&E Department we know that we now need to ensure the signage around the department is clear and easy to follow. We would like the opportunity to investigate the aspects regarding your clinical care. If you would like us to do so, please contact our Patient Relations team on 01753 634081 or via email patientrelations@hwph-tr.nhs.uk with your details and your concerns.

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