"Treated badly"

About: Manchester Royal Infirmary

I went to A&E today after some deliberation over what to do with my acute foot pain. During my site seeing holiday in Barcelona, I was doing a lot of walking, and maybe wasn't wearing appropriate footwear. I woke up on our second day unable to walk due to excruciating pain in my right foot- this obviously made me frustrated as I wanted to explore the city. After talking to my GP mum (who has never really been sympathetic to ailments or illness!) we decided that I would see how it was when I returned to England, and if it was no better I would go to A&E at the MRI. I was seen very quickly by a triage nurse, and then waited a further 2 hours to see, what I thought would be, a doctor. (This review is not about waiting times- I understand that the NHS and A&E are under massive pressures at the moment). I was then taken through to another waiting room, where I was called in to see a Nurse. She didn't listen to me at all, and asked me questions that I had already answered in my explanation. She examined my foot and said there was nothing wrong with it. Myself and my mum suspected a Stress Fracture in my foot, and the nurse basically told me that I was wasting NHS and A&E time and that even if it is a stress fracture they will not X-ray my foot on A&E time. You can rarely notice stress fractures on X-rays (apparently it takes an mri scan or for scan), so it is highly unlikely that it can be detected by touch. I can hardly walk on my foot without horrible amounts of pain, and I didn't even get to see a doctor- who I am sure would have been a better communicator and better at listening and understanding of my pain. The nurse was so rude and talked to me like I was stupid. I can't believe how patronising and condescending she was towards me. I am not happy, and still in a huge amount of pain. Not good enough. I now don't know what to do- I am on a course for the next 4 weeks, and will have to be on my feet all day. If it is a stress fracture this will do my foot no good, and I don't have anything to support it. I was sent away feeling belittled, and told to rest for 2 weeks, and if it's not better I am to see my gp- what are people meant to do... Take weeks off work? Not happy.

Story from NHS Choices

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback and for highlighting your experience of our services in the Emergency Department. We are sorry to learn that the nurse was rude and condescending to you. This is unacceptable behaviour and falls below the standards that we would expect. All staff in the ED are aware of the importance of good communication, good standards of care and strive to achieve this. The staff in ED attend ‘Customer Service Training’ as part of their continual development. Within the Trust we also provide dedicated training sessions for staff in all areas and all disciplines in relation to the values and behaviours that the Trust expects staff to demonstrate in each and every interaction with patients. I can confirm that all the staff are undertaking this training. In order to support staff awareness and to monitor standards of care in ED, it is supported by a dedicated Matron who closely monitors the care that is being delivered. We hope you can be reassured that your concerns have been taken most seriously and that lessons have been learned to ensure that changes are made as a result. It is difficult for us to assist you directly due to the anonymity of the NHS Choices website. We recognise and are very sorry for the significant delay in responding toy your comment and ask that, regardless of this time lapse, if you would like to discuss you concerns further please contact our Patient Advice and Liaison Service on 0161 276 8686 or by emailing pasl@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust