"Conflicting information given to me at Queen's Hospital, Burton A&E"

About: Queen's Hospital, Burton Upon Trent / Accident and emergency

(as a relative),

I brought my daughter into A&E (Burton Queens Hospital) with a burn injury, the doctors did see to her quickly, the night staff were very friendly and i couldn't fault them in any which way.

Today i had an appointment booked for the next morning at A&E Clinic, i arrived promptly. Nearly two hours after the appointment time had passed. i was really concerned my daughter still had not been seen to, so i went to the reception desk, at which point she told me i hadn't been booked in for the clinic. I wasn,t happy to say the least. She said she would find out how long i had left to wait (roughly) When i had heard nothing some time later i went back to the receptionist who then told me i would be next in line.

My daughters name is eventually called. The doctor did apologise in every way for my wait. The doctor took a look a my daughters burn, asked a few questions and then sent me back in the waiting area until the nurse was ready to do my daughters dressing. I asked the doctor if they would wash the burn as it had hairs in it off my daughter scarf they told me the nurse would do it. It was left at that, off i went to wait around again.

The doctor told me they wanted me to bring my daughter back in 5 days, i,d seen on their notes on the computer that the dressing needed to be changed every 24-48 hours. When the nurse got to me around an hour later i asked them if i had to make an appointment or when she needed to come back and they didnt seem to have a clue, didnt even seem to know what dressing was meant to be putting on her face and asked me! I explained what type the night staff had used the previous day and off they went again to get the dressings. 10 minutes later the nurse returns. I said to them the doctor said you would wash the burn as it needed it, the nurse then told me they weren,t going to wash it and started putting the dressings on. Of course i asked why not? Their reply was.... you shouldnt wash them as the idea is for them to dry up so we dont want to get it wet. Hmmm i thought, surely its better to know its clean, but who am i, im not a doctor, but then again the doctors and nurses opinions are different anyway, so who is right? and who is wrong? As im totally lost now! After asking again about when i needed to attend again with my daughter, their advice to me was, phone your GP and make an appointment there to have the dressings changed. I felt it was lacking communication between the staff in every way.

I got home and i rang A&E, i spoke to a member of staff, explained the situation, not knowing wether im coming or going, she then speaks to the member of staff in charge and informs me to make an appointment with the nurse at my GP to do my daughters dressings. She was very helpful.

Between the two nights i was told different advice from the doctors, one doctor said to put vaseline on the burn, another said no don,t do that as it needs to dry up. I was asking for advice for the wellbeing of my child, trying to do best for her and i get different information.

Overall with my experience especially today at A&E Clinc i was horrified to think this was even happening. From start to finish I found it a total nightmare. The waiting around was bad enough in itself let alone the different pieces of advice i was getting.

But wait, it gets better!!!! I then pay my car parking fee and the machine short changes me by 6 pounds, so yet again low and behold , im waiting around again..... It was lucky enough the car park attendant was behind me to whitness my car park drama as i wouldn,t have been able to prove i was short changed, which all added to the stress of the day.

It is now the afternoon my daughter still has had no dinner, no bottle, no drink! The reason im bringing this matter to your attention is so no other patient is treated so badly. The whole situation was stressful and i hope i never have to be in this situation again.

I really do hope this letter is brought forward to who ever it may concern and the issue is looked into.

Thank you for your time and patience

I await your response.

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Response from Burton Hospitals NHS Foundation Trust

Senior Manager Lisa Kelly said: “We’re really sorry you found the visit to our A&E department with your daughter so upsetting and stressful and we understand this is the last thing you would want to experience with a young child.

“As a complaint has also been submitted to our Patient Advice and Liaison Service, we’re looking in detail at the points you’ve raised through our normal complaints procedure and we will respond to you via that route. Thank you for being in touch.”