"Son injured foot - totally disgusted with nurses and the wait"

About: Good Hope Hospital / Paediatrics

(as a parent/guardian),

My 13 year old son injured his foot when he was climbing at the local park and fell. Upon arriving to Good Hope A & E, the front reception were polite, friendly, cheerful, efficient and organised. We went straight through to the children's department, who were awful. The nurse just wanted to lecture my son regarding his accident rather than discuss his injury and pain. We went to xray, which was completed promptly. We then returned to the Children's department where we waited and waited and waited. 3. 5 hours later, the doctor saw my son. He prodded and poked my son's foot and caused my son a lot of pain when putting too much pressure in a particular place. He told my son his foot was not broken but to continue to take pain killers and rest it for the evening. My son was in a wheel chair, upon trying to leave the department, the care assistant and nurse told my son that he could not sit in the wheel chair any longer since he had not broken his foot and had to walk. The care assistant informed my son that he should put his weight on his foot and walk. My son could not put his weight on his foot and was in pain. She continued to nag on at my son to walk. My son started to cry with the pain. She shouted across the department to the nurse and doctor that my son should walk since he had not broken his foot and wanted their agreement. The nurse agreed with her. With my son in agony and crying, she allowed him to use the wheelchair but continued to nag on at him.

I was absolutely disgusted with the lack of support and care from the nurse and care assistant. They just wanted to lecture my son on having the accident.

Upon speaking to another Mother with her son in there whilst waiting. The mother had informed me that her son had broken his leg but the department had not recognised the break at their first visit. It was 4 days later when she returned with her son in agony that they re-assessed his leg and told him that it was broken and needed to be placed in a plaster cast.

I have always praised Good Hope, since previous visits and operations have been pleasant and staff have been caring, supportive and professional.

This visit has made me understand why so many people complain.

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Responses

Response from Richard Parker, Managing Director, Good Hope Hospital, Heart Of England NHS Foundation Trust

picture of Richard Parker

Dear Mother of Son

Your expereince in our Childrens A&E Department was clearly poor. I will personally make sure this is fed back to the nursing & medical team in the A&E and that action is taken to address the attitude of the staff dealing with your son.

If you are able to email approximate details of your visit it will help me to identify the team members I need to speak to (richard.parker@heartofengland.nhs.uk)

Please accept my sincere apologies.

Regards

Richard

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