"Never going back"

About: Trafford General Hospital

I attended the urgent care centre for (what I thought was) an exceedingly painful sprained ankle. The triage nurse was brusque but pleasant enough. After having an x-ray, I waited for a doctor. To be fair, I wasn't waiting very long, perhaps 5-10 mins. First of all, the doctor looked at my ankle and asked what had happened (despite me already telling the receptionist and the triage nurse), they then confidently concluded that I would need to have an x-ray! That's some communication... After being left alone for about 10 mins while the Dr went to find the x rays, they finally returned and asked if I had injured the ankle before. The Dr told me there was a broken bone in my ankle that was "probably" from an old injury! When I further protested that I had never broken or seriously injured my ankle, the Dr rolled their eyes at me and said "it could have been there from birth". A ridiculous statement, seeing as up until I had been injured, I'd never had any issues with that ankle. When I asked if there was nothing else they could do (I was pretty concerned to be told they would do nothing about a broken bone in my ankle), again the Dr rolled their eyes and sarcastically said "I can out it in plaster, if you like?". I was so taken aback by the nastiness of the comment, I got very upset. When I tried to ask if I could be given something for the rather large amount of pain I was experiencing, seeing as ibuprofen and paracetamol hadn't touched it for two days, I was told that "people experience pain with injuries, you just have to deal with it"!! I am shocked and disgusted by my treatment here. I can understand you have "time targets" to get people out the door, but when they come at the expense of patient care, I wonder why you bother to call the place a hospital.

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Response from Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope during your attendance at the Urgent Care Centre at Trafford Hospital in August 2016. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

The Clinical Lead Consultant in Accident and Emergency Medicine at Trafford Hospital is sorry that your visit was adversely affected due to the manner in which the doctor spoke to you. The Trust takes patient experience seriously and has introduced core values which we expect all staff to demonstrate in their daily activities including, dignity, respect, consideration, empathy, pride and compassion. Your concerns have been shared directly with the doctor who attended to you to enable them to reflect on how they could have communicated with you in a more empathetic way, so that others do not experience the same issues as you did. We hope that you are reassured that your concerns have been taken seriously and that if you were to attend the Urgent Care Centre in the future you would receive appropriate care and treatment from staff working within the Trust core values.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your concerns with us in more detail, please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk