"A&E - fabulous, Fracture Clinic - incredibly..."

About: St George's Hospital (Tooting) (London)

I attended the St George's Fracture and Orthopaedic Clinic today. I had previously attended A&E and despite an extensive waiting period I really felt like I was looked after and the doctor was genuinely concerned for my well fair and treatment. This was not the case today in Orthopaedics. Despite arriving 1 hour early for my appointment I was left in the waiting room over half an hour. When I was taken through to see the doctor I was placed in a room and left to sit on my own for almost 1 hour and a half. I was given no explanation about what was going on or why I was left on my own for such an extended period of time - I did not mind waiting but felt it would have been courteous for someone to have said something to me or even acknowledge the fact that I was left waiting. When I was seen by a doctor it was very rushed. In total my consultation with the doctor present was around 10-15 minutes. I was attending the clinic as I have a sternoclavicular dislocation. I was not provided any details regarding my injury, I was left to turn to Google after being let down by the NHS. The doctor was very blunt when discussing my treatment options. I was told that I could either just do nothing and live with it or have surgery and get a metal plate and screws put in my chest. This was all the information that provided to me regarding the surgery - factors such as the risks involved, recovery time, pain reduction and success rate would have been useful information in my decision making. I was also not told of any risk factors or complications that might arise from leaving my injury unattended, which was the doctor's recommended option. I was left with the feeling that the doctor really just wanted me to get out so that they could see the next patient and was quite dismissive when I became upset. I was left feeling very emotional and helpless.

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Response from St George's Hospital (Tooting)

Thank you for your comment on your visit to St. George's Hospital. We are very sorry that your experience is below the standard we expect for our patients. Our Patient Advice and Liaison Service (PALS) is available to investigate or feed back comments on services that patient's have experienced. By providing PALS with more information on you and the clinic that you visited, PALS would be able to feed back to the area your dissatisfaction in the service your received and put you in touch with the management of the service. PALS is available on 020 8725 2453 or by email on pals@stgeorges.nhs.uk

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