"A&E and Orthopedics"

About: Frimley Park Hospital / Trauma and orthopaedics

I visited A&E on 2 Aug, following a fall. The staff were excellent, friendly and efficient. But, it all went downhill when I had to return to Orthopedics for a follow-up the next day. After a 50 min delay - despite having an appointment time -

I was seen by the consultant's assistant who was obviously experiencing a back-log and I was just another number upsetting their target. There was no sense of care, no communication, they were rushing so much they caused pain while examining my fracture.

This doctor then proceeded to record a letter to my GP on their dictaphone directly in front of me! Need I say more...

Such a shame that the rest of the staff worked hard to ensure a positive and caring experience and the process was entirely broken by one doctor. As a sideline, I've been trying to contact the Orthopedics dept for the last few days without success. Long waits on the phone, multiple transfers, a voice mail that states the dept only operates in the morning - and I was calling morning. And still I've not managed to speak to the dept. And today, the news headlines are more NHS cuts! I'm not looking forward to my return visit in a few weeks.

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Responses

Response from Frimley Park Hospital

Dear Yolanda

Thank you for taking the time to leave your feedback on your recent experience in A&E and then orthopaedics.

I'm really sorry that your experience from the consultation was poor and the doctor didn't communicate with you.

Please could you email our pals team so we can investigate further? the email address is palsfrimleypark@fhft.nhs.uk

I've sent your review to the lead doctor, nurse and associate director for orthopaedics so they are aware of your concerns

I'm also sorry you haven't been able to get through to the orthopaedic department - again PALS can help with this.

Kind Regards

Claire Marshall

Head of Patient Experience

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