"Minor Injuries Unit - awful experience"

I attended the Minor Injuries Unit about 3 weeks ago and I was shocked by the poor service that I received. I have never attended Samuel Johnson before so I did not know what to expect, but I would have thought that I would be able to see a doctor if needed, but there is no doctor in the unit. I have to say that the receptionist was pleasant and helpful and that I was seen quickly. The first nurse practitioner I saw however, was dismissive and rude. I had a bug bite that I was aware had been infected as my sister (a plastic surgeon) had examined it the day before and warned me to monitor the redness and inflammation as I may have an infection, especially because I had previously had a bad case of cellulitis in that leg before. After explaining all of this to the nurse practitioner I was still not believed, and told that there was no way that I needed antibiotics. The nurse practitioner was very rough with me when taking my temperature, and to add insult to injury stated, in a dismissive tone, that there was no reason why I should be off work with my leg as it was, despite it being too painful to stand on and given that I had to keep my leg elevated at all times, including in bed - how I was meant to be able to work as a waitress when I'm on my feet for at least 6 hours, I don't know! There was a work experience student in the examination room with us and even they looked embarrassed at the nurse's behaviour. I left the hospital crying, knowing that I had not received the help I expected. My partner then suggested that we go back and get a second opinion, which is when I discovered that there was no doctor present. A different nurse practitioner saw me and could clearly see how upset I was and, in all fairness, was very understanding and patient. I explained my symptoms to the nurse practitioner and how I'd been treating my leg up until that point, and the nurse practitioner was more understanding than the other nurse practitioner, but again, I wasn't able to receive any treatment for my leg. The nurse practitioner explained their procedure to me, which, despite being understandable, leaves infections to the worst possible point before having to admit a patient. There was no doctor to get a second opinion from. After telling my mum (a nurse endoscopist) about my ordeal she picked me up and took me to A+E in Salford Royal Hospital. I was seen my both a triage nurse and an A+E GP here and both agreed that there was no question of my needing antibiotics, the only question was whether I needed an IV as well as oral antibiotics. It was so nice to be in a hospital where I didn't feel that I was begging for medication and healthcare. I was seen quickly and efficiently, and due to their excellent set up it means that everyone gets to have a second opinion. Salford Royal NHS Foundation Trust is how healthcare should be. I was shocked with Samuel Johnson that at an already distressing time, they made me feel worse, and they made me feel that my condition was not as serious as it was. It was exasperating. I will never return.

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Responses

Response from Pals Team, Burton Hospitals NHS Foundation Trust

Dear Ms Forbes

I am sorry to read that your patient experience did not meet with your expectations. If you would like to discuss your experience with our Patient Advice Liaison Service (PALS) we would appreciate the opportunity to be able to address your concerns. Please contact PALS directly on 01283 593110 staff are available Monday to Friday 09:00 – 16:30

Kind regards

PALS team.

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