"Very unhappy."

About: University Hospital Lewisham

I had to visit this dept because of a foot injury. I struggled to get there in great pain. I was horrified to find I had to wait in line with 20 other people to hand in my referral letter. Most people were on crutches or In casts.

We had to stand for 35 mins and I was in tears by the time I reached the desk. Surely it would be possible to provide a row of chairs for people with leg and foot injuries. The line of people was continuous over the next hour.

Also,the member of staff in the boot room was unsympathetic and abrupt given I was unable to manage the huge boot with a hip problem. I was given just a few minutes. I felt very unsupported. I am 68 live alone and can't leave my home wearing this boot I feel very unsafe there are so many steps. A month alone to look forward to.

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Responses

Response from University Hospital Lewisham

The team within Trauma & Orthopaedics are very sorry to hear of this poor experience.

We are continually striving to improve the experience our patients have within fracture clinic.

Standing waiting to book in at reception is clearly unsatisfactory when one has an injury and we are sorry this occurred.

We are currently considering how providing a member of the team to meet and greet patients could be implemented.

This feedback has been shared with the staff in the boot room and they apologise unreservedly that you experienced rudeness.

The team hope you are recovering well from your injury and thank you for taking the time to give us this feedback.

Karen Gardiner

Clinical Governance Manager

Lewisham and Greenwich NHS Trust

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