"Rude doctor at the fracture unit"

About: Sunderland Royal Hospital / Trauma and orthopaedics

(as the patient),

My little boy, 11 years old, hurt his shoulder whilst playing wrestling. My partner brought him, the Dr came in the room and was gone by the time my partner asked what is wrong? And how can we help it heal at home?

The secretary advised it was a fracture and he needed to wear a sling. I called my partner from work to see how this had gone and he said the Dr was so rude!

I called the hospital to get some advice myself and the lady who answered was nice but she came back and said it was a torn ligament.

He had to return in one weeks time. During the week he became very unwell and my son's school asked me for proof to authorise the absences. I called the hospital and explained, I was put through to a doctor's secretary and she was very nice. She advised that she would write a letter for us and my partner could collect this when he came in with my son. My partner arrived and was told the secretary had gone home! Wasn't to happy to say the least, as it's Friday and we need the letter for the school.

He saw the Dr and again very rude man. Didn't give the chance to ask any questions at all. I wish he had been seen by the other Dr.

When my partner came home without the letter, I immediately called the unit and again a very nice lady answered and took responsibility for us not getting the letter as she thought it was another secretary who had the letter. I will call them on Monday to ask how I can get this.

But the issues raised with the Dr are appalling.

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Responses

Response from Andrea Hetherington, Deputy Head of Corporate Affairs, City Hospitals Sunderland NHS Foundation Trust

I'm sorry to hear that your partner felt a member of our staff was rude when he attended the Fracture Clinic with your son recently. Please accept my apologies for this as clearly it is not what we expect from our staff.

I'm sorry to also hear of the problems you've encountered in obtaining a letter regarding your son's attendance. If you contact our Help and Advice Service (using the details below), they will be able to liaise with the Orthopaedic Department to get this issue resolved as quickly as possible.

In addition, if you provide a little more detail about the clinic attendance, they can ensure this is picked up with the relevant member of staff.

Email: Helpandadviceservice@chsft.nhs.uk

Telephone: 0191 569 9855 or freephone 08005876513

Opening times: Monday – Friday 8 am – 5pm

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Response from Sunderland Royal Hospital

Please accept our apologies for the delay in responding to your comments which were originally posted on the Patient Opinion website. These have only recently been forwarded to us via the NHS Choices team. We are sorry to hear of the experience you experienced following your son's injuries and apologise for any distress this must have caused. We can understand how anxious you will have been and would be keen to look into this further. If you are happy to do so, could you send your contact details, to corporate.affairs@chsft.nhs.uk We will then ask the Help and Advice Service to pick this up for you.

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