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About: Cumberland Infirmary

My 15 yr old daughter returned from A&E today after injuring her big toe. It's swollen, bruised and she's unable to weight bear. Her boyfriend says that the person who dealt with her was rude, sighed and shook their head prior to her x ray as if she was wasting their time. I don't know if they were a Dr/nurse as they were not wearing any ID. Despite the base of her right big toe being obviously swollen, the x ray was taken of the right side of her foot and not the left??

Since returning she says her toe keeps tingling and going cold and numb. Just a bruise apparently. Wish I could post the pictures I've taken!

Is this behaviour by staff to prevent patients coming back as that attitude has worked previously. I will be getting a copy of the x rays and will be interested to see if the side view actually shows her injured toe

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Responses

Response from Cumberland Infirmary

Thank you for taking the time to let us know about your daughter’s recent visit to Accident and Emergency.

I am very sorry she had such a poor experience when she was in the Cumberland Infirmary and that the staff appeared less than caring.

You do not say whether it was Accident &Emergency staff or Radiology staff that sighed and shook their head?

In addition to receiving care, it is important for hospital visitors to be treated in a friendly and personal manner by hospital employees.

A name badge can clearly communicate who is providing care to the patient, whether it is a nurse or doctor, and I can only apologise that this was not visible to your daughter.

I am sure Matron will remind all staff of the importance of introducing themselves properly as this helps to build trust and confidence and improve the patients’ experience of receiving care from us.

If you would someone to look into your concerns further you can contact the PALS team here at the hospital.

They can be contacted on

• 01228 814008 between 8.30am and 4.30pm, Monday to Friday,

• e-mail to PALSCIC@ncuh.nhs.uk

• Patient Advice & Liaison Service

Cumberland Infirmary

Newtown Road

Carlisle

CA2 7HY

I do hope that your daughter is continuing to recover from her injury.

I will make sure that your feedback is shared with the teams.

Best regards,

Alison S-D

Patient Experience

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