"Fracture Clinic outpatients"

About: Tameside General Hospital / Accident and emergency Tameside General Hospital / Trauma and orthopaedics

(as the patient),

I recently fractured two metetarsals in my foot, I was seen in A&E and the service was fantastic, highly recomended.

I was then refered to fracture clinic for my follow up appointments and unfortunately this is where my Tameside Exprience deteriorated.

The Staff were fantastic, as were the Surgical team. However the management of the area is, in my opinion, appaling. On arrival for my first appointment the information board informed patients that my consultant (the ortho consultant) was performing a paediatric clinic that morning, thats fine but why have their Adult clinic scheduled at the same time.

My consultant was late to my appointment by nearly 2 hours. They then sent me to me have an X-ray and the cast removed. By the time this was done they had left in order to start their afternoon theatre list. I was reviewed by a different Doctor who had the cast re applied and I was eventually ready to leave over five hours after my appointment time. In this five hours both the Matron and the Business Manger were highly visible in the clinic wandering around in what I can only describe as Cluelessly.

Who has the foresight to book two clinics for one Consultant in two defferent areas. As Tameside strives to be the "Hospitasl of Choice" I feel like the Matron and the Manager seem determined to make sure its the last choice. As stated earlier the Surgeons, the Nurses and the Support Workers were all superb and went out of their way to try and appease all those affected. And yet not once did either the Matron or the Business Manager take time to apologise for the delays or the poor planning that had led to two clinics running simultaneously.

I would like to say that this was a one off experience in fracture clinic, unfortunately it wasnt, my average waiting time post appointment time was four hours. I think it really lets down the improving reputation of Tameside Hospital

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Responses

Response from Helen Howard, Head of Patient Experience, Tameside and Glossop Integrated Care NHS Foundation Trust

Unfortunately we are experiencing some high demand for our fracture clinic services here at Tameside Hospital for both adults and children.

Our Managers and Nursing staff regularly visit the Clinic 10 area to communicate with our patients when there are delays.

We also have TV screens in the waiting areas which update patients with significant delays and is frequently updated.

There is currently a project underway to understand patient flow in the clinic 10 area with various improvements outlined to be delivered in the coming months.

This will make a significant difference in the waiting times in these areas and improve the patient experience.

We strive to keep the patients informed regularly and on some occasions there are circumstances which are out of our control and cannot always be communicated to the general public. However, we do take your concerns seriously and will investigate accordingly.

If you could provide your details to our PALS department on 0161 922 4466 we can ascertain an audit trail regarding your waiting time and your appointment delays.

Thank you for bringing this to our attention, we will ensure the staff are made aware of your comments.

Helen Howard

Matron Patient Experience

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