"Lack of care /respect /empathy"

Hurt my foot on the evening of 3rd April 2015 and visited Peterborough the next day (Saturday ) as I knew that Johnson don't operate an x ray service at weekends. Service received was at best average though seen in good time ( no real empathy) and was advised the foot was bruised and to elevate it/ice it and take pain relief. The pain remained and my foot began to swell and feel cold and I was struggling to walk on it , so I visited Johnson hospital on Wednesady 8th April at approximately 9.00am . A nurse sat next to the receptionist who said you would expect swelling and pain - they didn't look at my foot or examine it in anyway and made me feel silly for going back in. On Friday 17th April , still in dreadful pain I returned again to Johnson at about 12.45pm - checked in at reception and felt I had to push to see somebody - was seen by a nurse and wish I hadn't bothered - Rude , uncaring and made me feel like I was troubling them but eventually agreed to have another x ray as they were unable to access the one taken at Peterborough - I returned at 3.30pm for the x ray and was seen by the radiographer who was very nice and helpful - they confirmed I had a hairline fracture - I then went back to be seen again MIU to be reunited with the nurse whose unfriendly manner continued - they bandaged me up ,told me I can't drive and should return on Friday 24th April for an appointment at the fracture clinic. I then called my husband to come and collect me who found me in tears in the waiting room - I wasn't sure how I was going to walk to my car where I hadn't been offered any crutches /boot etc - my husband asked to be seen by the nurse ( accompanied by a receptionist) and was amazed at the lack of care I had received - the nurse took no ownership merely saying they couldn't comment on Peterboroughs x ray and that it wasn't they who had seen me on the Weds - we had hoped maybe for an apology of at best some empathy - I will formally write to complain - whilst the mis diagnosis is disappointing and I am concerned that I have walked and driven in real discomfort for 2 weeks when I could have been resting - my real issue is the lack of care , service and empathy received at Johnsons where I have been made to feel that I am troubling the staff - the NHS is no different to any service industry and I have been left very distressed by the service I have received from an organisation to which I have financially Inputted into for 26 years - one hopes not to need their services but if they are needed then you hope to be served in a friendly and efficient way which sadly hasn't been what I have experienced - as I sit writing this e mail I am still concerned about my foot which is still incredibly painful and cold but have no confidence in what I should do next

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Responses

Response from The Johnson Community Hospital

We are very disappointed to hear about the care you received when you attended our Minor Injury Unit at Johnson Community Hospital and would like to apologise for the distress this has caused you. The attitude and behaviours of the staff involved in your care were unacceptable and we would like to assure you that Lincolnshire Community Health Services NHS Trust does not tolerate rudeness, lack of empathy or any other poor behaviour from our staff. The issues that you have raised will be investigated and discussed with the individuals concerned and a review of their conduct undertaken as a matter of urgency. We would like to thank you for raising your concerns and are sorry for the way you were left feeling following your visits. We are concerned that you remain worried about your foot and suggest that you visit your GP or the Minor Injury Unit to get it checked out ahead of you appointment in the Fracture Clinic on Friday. Please contact our Complaints team on 01529 220356 if you would like to discuss the issues you raise in more detail ahead of sending in your written complaint. The complaints team would be happy to arrange for the service lead to contact you to discuss your concerns. Alternatively you can email the Complaints team on LHNT.LCHSComplaints@nhs.net.

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