"I felt like I was wasting their time"

About: Cumberland Centre

(as the patient),

I dropped a heavy weight on my foot whilst at the gym, I went for an assessment the following day at Cumberland Centre and the staff were lovely, friendly and attentive. My foot had worsened over the week I sought advice from by GP and 111 who both advised visiting the above centre as my symptoms, pain, swelling, brushing had worsened. On arrival the consultant who assessed me I found rude, unhelpful and unsupportive. I explained why I was there and their response was what was different that brought me in today as I explained. they checked my X ray and said that nothing's broken so they don't know what I want/think they can do. I started to cry as I am a professional women who has far better things to do than sit in a department and take up valuable time. I think it was rude and unprofessional. I then waited to see the nurse, in this time I heard the consultant mention me to the nurse and expand that they had checked the X ray and not sure what else I was expecting. Once I was called I then received a similar attitude from the nurse, I explained I had used my GP, NHS direct and 111 and followed their advice. The nurse did not exam my foot or ask if my pain worsened;  just checked orginal X ray and asked what I thought they would be able to do. I was left feeling that I had wasted their time by following the advice of the Nhs.

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Responses

Response from Claire Gatehouse, Patient Experience Manager, Livewell South West

Dear Flashdog,

I am very sorry to hear of you upsetting experience at our MIU and I would like to apologise for the distress caused.

I will be in contact with the MIU manager and ask her to look into this.

However, it may be difficult without knowing your details.

If you are willing to, please e-mail me with your name and date of birth and we will be able to look into this episode on your behalf.

claire.gatehouse@nhs.net

Regards

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Response from Claire Gatehouse, Patient Experience Manager, Livewell South West

Dear Flashdog,

As promised, the MIU manager has investigated the concern you raised regarding her second attendance to the Cumberland Minor Injury Unit (MIU). Here is her response to you which I hope that you find helpful:

'I am pleased that during your first attendance you felt you treated with kindness and compassion as this is what we strive to achieve with everyone that attends any of the services within Livewell Southwest.

I am therefore concerned that this was not your experience during your second visit.

I have retrieved your electronic records and read the consultation notes which do state that you were taking the analgesia correctly but this was not helping to reduce the pain. The practitioner suggested you see a GP for a prescription for stronger analgesia (pain relief) as there were not any independent nurse prescribers on duty on that particular shift who could have written a prescription.

I have spoken to both the healthcare assistant (HCA) and to the nurse practitioner (NP) who are both shocked and upset that this is the impression that you went away with.

They both apologise unreservedly as this was not their intention.

With your permission I would like to use this as a learning example for the unit.

I hope that your pain subsided with the correct analgesia and that this incident has not dissuaded you from using our services in the future should the need arise.

Diane

Diane Oliver

MIU Services Manager

Cumberland Centre

Damerel Close

Plymouth

PL1 4JZ

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