"Unacceptable service"

My daughter went to a&e in Boston last week with a possible fracture to her hand, it was swollen and blue and painfull after a fall.

They xrayed it , put a splint on it and told her that at the time the xray showed no fracture, however a fractured bone could be hidden due to swelling and may show up later.

They told her if the pain continues to report back to a&e.

Today she was still in pain with it so went to the Johnston in Spalding.

The receptionist took her details and said a nurse would see her shortly.

Another person sitting at reception said to my daughter in an abrupt manner "if you can move it then its fine"

Firstly she was not qualified to make such a comment.

Secondly my daughter had not spoken to her in the first place.

Thirdly she had no right to make such a comment.

My daugthter then saw the nurse who just moved it around a bit, and pressed it.

They asked my daughter if it hurts and my daughter told them it did.

They asked her to press her hands together and before my daughter had even started pressing, just said its fine and to take painkillers.

The nurse at the a&e in Boston told my daughter that if it continued to pain to go to a&e and tell them to xray it.

My daughter told them this, and they didnt bother to xray it, they basically just told her to go home and take painkillers.

I would like to know why the correct treatment was not received and also why a snide comment was made by a member of staff in the reception about it being fine if she can move it.

This was totally unacceptable service.

The area injured was the scaphoid area on her right hand.

If this is the kind of treatment received I will be looking at taking this matter further, as my daughter is still in pain and I feel didnt receive the correct treatment when she returned for an xray as she was instructed to do.

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Responses

Response from The Johnson Community Hospital

We are very disappointed to hear about the way your daughter was treated when she attended our Minor Injury Unit at Johnson Community Hospital and would like to apologise for this. We would like to assure you that Lincolnshire Community Health Services NHS Trust does not tolerate patients not being treated with dignity and respect by our staff. We would welcome the opportunity to discuss the issues you raise with you so that we can conduct a full investigation and would like to thank you for raising your concerns.

Please contact our Complaints team on 01522 309752 if you would like to discuss the issues you raise in more detail. 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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