"I was brought in by ambulance in the..."

About: Royal Lancaster Infirmary

What I liked

I was brought in by ambulance in the early hours of Sunday 29th August after dislocating my hip in a very remote part of the Lake District. The paramedics arrived within half an hour to treat me, and it took a further hour to drive me to the hospital. During this time i was in an enormous amount of pain and was given morphine and gas and air as required. The paramedics were exceptional and very patient with me, as half the time I was babbling on.. getting upset..screaming with pain..I would like to thank them both, thank you so much again.

Nurses and doctor on the orthopaedic ward were also marvellous, as was the Doctor who manipulated my hip back in place.


What could be improved

I was taken to x-ray, still in an awful lot of pain and the attitude of the radiographer was totally unprofessional and upsetting to me. He was very bolshy from the moment i went in and pulled and pushed me into position, with no respect to how much pain that was causing me. I did move slightly before he took the picture, which caused him to bellow at me and he caused me so much stress, i found it hard to keep still, let alone stop crying. My partner was sat outside and heard him shouting at me, but thought there must have been a troublemaker in another bed!

The most important thing though was the fact that he asked me to sign a paper saying i wasn't pregnant after the x ray had been taken on my hips (i am 45 years old). When i said i was trying to conceive (which is true) and asked why he hadn't asked me beforehand he got even angrier and suggested if i didnt sign the paper, i would be sent back into outpatients and would have to hang around there until someone could give me a pregnancy test. Rather like bolting the stable after the horse had gone. Obviously if i was in my normal state of mind I wouldn't have waited to be asked, but the effect of the morphine, gas and air and being in excruciating pain for over 3 hours must have affected my though decisions. I was not and still not happy at all.

Anything else?

I would appreciate a response from the hospital and assurance that my comments above are taken seriously.

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Response from Royal Lancaster Infirmary

Thank you for bringing this matter to our attention Lesley.


We appreciate your kind comments about the Nurses and Doctors; we will pass these onto the teams involved. We are sure that the North West Ambulance Service would be pleased to receive your praise regarding the paramedics, they can be contacted at www.nwas.nhs.uk, we will ask the Matron for the Emergency Department to also pass your message on.


We are sorry that you felt that the service you received did not meet your expectations, obviously it is difficult to comment online regarding individual cases and we would like the opportunity to discuss this matter further with you. We would be grateful if you could please contact our Customer Care Manager, Angela Peil on 01539 716621, this will allow us to investigate your concerns in greater detail.

If you need any further help or information please call our confidential Patient Advice and Liaison Service (PALS). They can be contacted on 01539 795 497, alternatively, should you wish to make a complaint then you can do so by writing to our Chief Executive, Tony Halsall, at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG.

The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals.

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