"Fracture clinic experience"

About: Shropshire and Staffordshire Telford referral and quality service (TRAQS) The Princess Royal Hospital / Trauma and orthopaedics

(as the patient),

November 2014. I saw my GP in September and had an x-ray 2 days later which took 1 week for results where I went back to my GP. He sent my referral off that day in September.

I found out 10 days later that the hospital hadn't received my referral so I went back to my doctor where the secretary was informed of this. She looked into it and I was told that TRAQS had refused my referral because they said not medical evidence had been sent, when in fact it had on a new form which the person at TRAQS was obviously wasn’t aware of it.

I lost 1 week because of this and I was in constant pain with my foot when I walked on it. When TRAQS finally got in touch, the appointment offered to me was for the middle of November which was 10 and a half weeks away from first hurting my foot where a fracture done 9 months previously had split open. When I asked for an earlier appointment I was offered Bridgnorth Hospital whereas my local hospital is the PRH in Telford. I have no transport of my own so had to go to PRH.

I didn’t have a very nice experience at the hospital at the fracture clinic. I was kept waiting 40 minutes to see the consultant in the cubicle and when they came the consultant was very sharp with me.

The consultant questioned my use of a walking stick so I had to relay to the consultant what happened to me 6 years ago at a hospital in Sheffield & only then did the consultant read my notes. Then the consultant bombarded me with questions using the same sharp manner. The consulant looked at the X-ray and actually said to me “I don’t know why you’re here” which really upset me as my GP wouldn’t have referred me if it wasn’t necessary and my gp actually said that I might need an operation.

I have been really worried about this and the fact I might need a cast. Having to wait 10 and half weeks obviously meant my fracture has healed itself, although not perfectly, and I’m disgusted that I had to wait so long. Also that consultants bedside manner leaves a lot to be desired and should be pulled about it. I’m still upset about this today and the way I was treated. I was glad to get out of there.

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Response from Helen Handy, TRAQS & CAB Co-Ordinator, Telford and Wrekin CCG

Dear Eastern100

Thank you for taking the time to share your experience with the TRAQS team.

I am disappointed that you feel that TRAQS delayed your referral. We follow strict processes and our GP at TRAQS would not have asked for more clinical information if it had been attached with the original referral documents.

TRAQS offer the earliest available appointment, these appointments are provided by the hospitals and the waiting time is outside TRAQS control. This would have been clearly explained to you at the time of the initial contact with a member of the TRAQS team, we appreciate that the option of appointments outside the local area is not ideal for everyone but many patients do decide to travel to obtain an earlier appointment. I am sure you can appreciate that TRAQS cannot comment on your experience at the Fracture Clinic at PRH. I would encourage you to contact the Patient Advise and Liaison Service (PALS) at the hospital who will take your comments/complaints forward and investigate your concerns on your behalf.

PALS PRH - 01952 282888

Thank you again for taking the time to respond.

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Response from The Princess Royal Hospital

Thank you for taking time to provide feedback about your care and treatment at The Shrewsbury and Telford Hospital. Our aim is to provide the highest standards of care for every patient, every time, and we are very sorry to hear your concerns about the care you received. Your comments have been sent to the Clinical Manager for the department concerned. Unfortunately the Patient Opinion website does not share your contact details with the Trust, so we would encourage you to contact us so that we can look into the issues that you have raised in more detail. The easiest way to do this is by calling our Patient Advice and Liaison Service (PALS) on 01952 282888 or visiting their office near the reception Entrance. They aim to: provide advice and support to patients, their families and carers; listen to your concerns, suggestions or queries; and, help sort out problems quickly on your behalf. If you wish to make a formal complaint then the PALS service will be able to provide you with more information about how to do this. You can also find out more on the Trust website at www.sath.nhs.uk/patient_information/complaints.asp. Thank you once again for taking the time and trouble to provide feedback via the Patient Opinion website. We look forward to hearing from you so that we can look into the issues you have raised in more detail.

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