"re-dressing for my 14month olds burn"

On wednesday night, my baby girls dressing for her burn on her foot had started to come away and make the burn become prone to catching an infection. After contacting 111 and being advised to visit accrington victory for them to put a clean dressing on, we was confronted with a lovely receptionist. I stated if i could have the corrct dressing i would apply the new one myself, where she advised its better for a proffesional to do it and wait to be seen off the nurse. After waiting for around 20minutes with a distressed baby i was confronted by a nurse stating to me that they do not do dressing changes. I kindly asked if she could kindly provide me with correct burn dressing as i would do this myself to stop chance of infection over night before seeking more professional help the following morning. She approved and gave the woolen dressings....even i know you do not use woolen dressings on a burn. I was quite mad she was providing me with a dressing that could cause my babies injury more pain and discomfort. I stated this to her in a nice manner for me then to get a very rude reply from what is supposed to be a proffesional nurse in a hospital, providing us with a care and told 'I cant just give free dressings away, that way i may aswel do it myself'. This left us with no option but to leave the hospital with a more distressed baby and the burn being open to infection due to her refusal. She was not very proffesional at all. And refusing to treat a 14month old baby made me very very mad. Definately will not recommend this hospital for any kind of treatment!!

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Responses

Response from Accrington Victoria Hospital

Many thanks for your feedback on your experience of our Minor Injuries service, and thank-you for taking the time to do so. I will make sure your concerns are passed onto the team, and can only apologise for the poor communication and care you received as we always strive to deliver safe, personal & effective care. I do hope your little girl is recovering well? If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor visit for you we would really value this so that we can try to improve it for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk. If you would like to discuss further any concerns you may have about our services please contact our Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further Once again many thanks for taking the time to comment and I will ensure that these are passed on

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Response from Wendy Stobbs, Patient Experience Manager, East Lancashire Hospitals NHS Trust

Dear Anonymous

Many thanks for your feedback on your experience of our Minor Injuries service, and thank-you for taking the time to do so. I will make sure your concerns are passed onto the team about the care and communication from our staff to you and your family at what I am sure was an upsetting and stressful time for you; and I'm very sorry to hear that your recent experience with us wasn't what you expected as we always strive to deliver safe, personal & effective care.

If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor visit for you we would really value this so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk.

Or if you prefer you can discuss further any concerns you may have about our services with our Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

Once again thank-you for commenting and I hope your daughter is recovering well

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