"General lack of care"

About: Kettering General Hospital / General surgery Kettering General Hospital / Trauma and orthopaedics

(as a relative),

7 weeks ago my relative slipped and fell in a public place resulting in a broken femur. Suffering with arthritis too she was in a lot of pain and had to wait 2 hours for a paramedic which was traumatic enough.

On arrival at Kettering A&E she was turned onto the side of her broken femur and later stated that she was crying in pain only to be ignored by the nurses present. She asked repeatedly for a telephone call to be made to a family member to make them aware but this never happened- in fact she had to text us herself 2 days after the event. When she contacted us she also explained that her hip had been replaced. In recovery a trauma nurse then turned her onto her newly replaced hip which was apparently excruciating.

My relative requires insulin daily and instead was given glucose intravenously as the nursing staff "didn't realise she was diabetic". She was on glucose for a large amount of time before she was listened to as she kept telling them she was diabetic (we even witnessed her tell the staff ourselves)

After all of this she was then given 10 minutes of physiotherapy a day and left in a chair from 8am-9: 30pm.

Progress is very slow and it is clear this experience has been pretty negative for her.

My family and I are huge supporters of the NHS and feel lucky to be in such a position that we can receive universal healthcare, we know they are understaffed and under pressure, but we are deeply disappointed in Kettering General's level of care and appalled that nobody notified us of her accident.

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Responses

Response from Kettering General Hospital

I would like to apologise that you felt the care in our A&E department did not meet your relatives needs on admission. The nurse should have turned your relative onto her un-affected side which would have caused her less pain. I am unable to say why this did not happen as I do not know the name of your relative. If you would like to let me have more details, I can then take this up with the nurse/s involved. Please contact our Patient Advise and Liaison Service (PALS) on 01536 493306 who will be able to put you through to me directly. We have a mobile telephone in the department that we regularly let patients use or we can contact family on our patients behalf. I am very sorry this did not happen for your relative, due to the fact that your relative was not able to do this herself we should have acted as her advocate. Thank you for taking the time to highlight your concerns to us. I will share this letter with our team to prevent this from occurring in the future. Sandra Iwanoff Senior Matron A&E

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