"Rudeness and horrendous treatment and care"

About: Royal Blackburn Hospital / Accident and emergency

(as the patient),

Arrived at around 1700 hrs, with an arm injury from a fall.

I was seen by the triage nurse and had an xray on my wrist within an hour, which was very good.

Unfortunately it went downhill from there.

I was told I had a wrist injury but my whole arm and elbow was painful, I waited 5 hours in pain without being offered any pain relief or treatment.

I queried about not being seen and found out my notes were not in the correct place, which mean't people that came in 2/3 hours after me were seen before me.

I eventually saw a doctor around 2230 hrs by this stage my hand arm and elbow were extremely swollen, the doctor said it looked very suspect and I was sent for another xray on my elbow this time.

I was informed that I had a fractured elbow, and told to make an appointment at reception for the fracture clinic, the receptionist gave we me an appointment for a weeks time, I queried this and asked if I would be OK left with a broken elbow fir a week. I was told that this was the only next available appointment there was. 

I left the hospital at around 23. 30 hrs.

The following day I called the fracture clinic and they offered me an appointment for the following day?

This is the 2nd time I have had to endure terrible rudeness and horrendous treatment and care at Royal Blackburn A&E.

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Response from Melissa Almond, Patient Experience Facilitator, East Lancashire Hospitals NHS Trust

Thank you for your comments regarding your visit to the Emergency Department at Royal Blackburn Hospital and thank you for taking the time to do so.

I am very sorry to hear of your experience as we always strive to deliver safe, personal and effective care. I will make sure that your comments are passed on to the team.

We are keen to look into the matter further, so it would be really helpful if you could contact me to provide more details. You can contact me (Melissa Almond) on 01254 734087 or alternatively you can email me at melissa.almond@elht.nhs.uk or at patientexperience@elht.nhs.uk

If you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk

Kind regards

Melissa Almond

Senior Patient Experience Facilitator

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