"Fracture clinic at Qmc"

About: Queen's Medical Centre

I have been attending the fracture clinic at QMC for a long time now and never has the appointments been on time. I have just been back to fracture clinic today 29/1/15 and it has been a horrible experience. I sat waiting for nearly an hour from checking in to going in to the treatment room as I had a dressing but no-one asked me if I had a dressing on until after half an hour I ask why I was still waiting, the student nurse was lovely and searched for my notes but couldn't find them, so she asked a trained nurse and she came out and said " have a dressing on ?" I said yes and she said " well that's why your waiting, you can only have one in there at a time that why you're still here"! She was extremely rude and her tone of voice was not pleasant and to mumble under her breath that I need to be patient is damn right rude! She needs to go on a course to have manners and respect for the patients! There is a lack of help in fracture clinic if they know you're waiting for something then the staff who are on the desk doing nothing much but calling people's names out need to come and explain to the patient that they are waiting and apologise for the wait! If I have to wait this long again and be subjected to this nurse rudeness I shall be making a complaint to the chief executive about her and the service.

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Responses

Response from Nottingham University Hospitals NHS Trust

Thank you for sharing your recent experience. We are disturbed to hear that colleagues are falling short of the values and behaviours we would expect. Margaret Robinson, Fracture Clinic Sister, is looking into your concerns. In the meantime, she has reminded her nursing staff of the importance of keeping patients well-informed at every stage of their treatment. We will post a fuller reply in due course.