"Rude disinterested and sub standard consultant"

About: Royal Blackburn Hospital

I attended fracture clinic on 11/2/14 I was kept waiting for 50 minutes before being shown to another waiting area, and waited a further 40 minutes before being "seen" by the consultant who barely spoke 3 words didnt introduce himself and clearly struggled to tear his gaze away from his PC. I was sent for X ray and told to knock on the consulting room door on my return. When I did so one nurse told me the consultant was in with a patient (a lie) and a second then told me he had been "called away to an emergency" (another Lie ) I was asked to go away for a coffee for 30 mins, I did so.. on my return another 50 minute wait during which time I was told nursing staff were under strict orders not to interrupt the consultant - tho he was clearly heard laughing and chatting with his (non emergency non patient) guests. When he announced to a nurse he was finishing up she responded "you do know you have another patient waiting??" and I was then seen 3.5 hours after my appointment time. Sadly, I was to be referred to Physiotherapy (appears not to have happened) and the treatment I was "informed" I would get (what happened to discussing options??) is not acceptable to the point where I have to get my GP to refer me to an alternative consultant quite possibly on a private basis.. Dispite 2 calls a day and messages left each time for 7 working days, the Physiotherapy service at Barbara Castle Health Centre has not seen the need to return my call, so I do not know if I have been referred or just forgotten as I suspect.. This hospital is Chaotic and disorganised, the junior staff are clearly trying their best in difficult circumstances, but the Care compassion consideration and respect due is nowhere to be seen. I would have to be at death's door with no alternative to willingly attend this hospital.

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Responses

Response from Royal Blackburn Hospital

Dear Mr Cains Many thanks for your comment on NHS Choices with your feedback about the Orthopaedics clinic at Royal Blackburn Hospital. I appreciate that we have corresponded via email and I know that our PALS department is also involved in looking into your concerns and about this visit to us, however I wanted to post a response here for you too. The manager for Physiotherapy was concerned to hear that you were unable to get through and has flagged this to Barbara Castle Way HC to resolve asap; please can you let me know if an appointment has/has not been sorted for you? In relation to the clinical concern about your consultant appointment this has been sent to the manager for this area to investigate. If you would like to talk through your visit to us further with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor experience for you we would really value this so that we can try to improve our care for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471/ 01254 733704 or email me on wendy.stobbs@elht.nhs.uk. Or if you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Many thanks again for commenting and best wishes on your continued recovery Wendy Stobbs, Senior Patient Experience Facilitator

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