"Poor Care/Service"

About: Russells Hall Hospital / Trauma and orthopaedics

(as the patient),

I am an outpatient with the fracture and went to my appointment at 15: 50 only to be seen at 17: 20 with no apology for the wait or explanation. The staff were quite clearly stressed so this poor review is not aimed at them but the hospital management who clearly can't organise staffing levels or appointment times appropriately.

When I finally got to see the doctor I felt as though he was desperate to get rid of me. I was asked to show the movement in my hand with the Dr paying very little attention and simply suggesting it was a minor break which will heal. I tried to explain that the previous week I had been told I may need surgery and that I could feel the bone moving but this was dismissed. I don't even think the x-ray taken that day was reviewed.

I now sit here wondering if my fracture is healing correctly as I feel there was absolutely no care whatsoever and no interest in my injury.

I usually praise the NHS but on this occasion I am appalled at how I have been treated.

I would like to say that on my initial visit to A&E and the first appointment at the fracture clinic everyone was fantastic but I am deeply concerned that fracture is not healing correctly.

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Response from The Dudley Group NHS Foundation Trust

Thank you, John, for taking the time to give us feedback about your experience of our Fracture Clinic. We aim to provide the highest standards of care to our patients and so we are very sorry to hear you were disappointed with the care and attention you received.

We would like to reassure you that all X-rays are reviewed by the doctor in clinic to determine appropriate course of treatment. However, if you are concerned about your hand and how well it is healing, please get in touch with Mr Sinha, our clinical service lead for Trauma and Orthopaedics, via his secretary on (01384) 456111 extension 2103. Mr Sinha will be pleased to review your notes and X-ray. Alternatively, you can contact our Patient Advice and Liaison Service (PALS) team on free phone 0800 073 0510 who can do this on your behalf.

We would like to apologise for the delay in your appointment. Our Fracture Clinic is extremely busy, often dealing with complex conditions, and so sometimes appointments do overrun, causing clinics to be delayed. When this happens, patients should be kept informed of any delays we are very sorry that this did not happen during your visit. We have passed your comments on to the lead nurse for the clinic who will raise your comments with her team.