"Accident and Emergency department excellent, your..."

About: Frimley Park Hospital (Frimley)

What I liked

I went to the Accident and Emergency department on the 14th October 2011 with extreme back pain, I was waiting for a hospital appointment but the pain was so bad that day that I wanted to see if they could check out the partial paralysis I had in my back and leg.

The treatment I received in the department was excellent and the Doctor and nurses that treated me were professional in every way, they did some tests and shared my concerns about my condition and arranged for me to have an out patient appointment for the following Wednesday the 19th October as this was the quickest way to see a consultant.

What could be improved

The whole experience at the fracture clinic was a total disaster and disgrace.

I found out later that the consultant I was due to see was on holiday that day, after a long wait was taken into a cubicle where I answered some questions about my symptons to a junior doctor, she was quiet sympathetic and made some notes and examined me.

After some while the consultant appeared and after getting some answers to the questions the junior doctor had asked told me there was nothing he could do especially because he did not deal with backs, his speciality was legs and ankles.

He sent me away to see my own doctor and ask for a referal, I had already seen my doctor on the Friday who agreed that I should get checked out at the hospital.

I left the clinic in floods of tears and the junior doctor seemed embarassed at my treatment.

I do have a bad back condition and am waiting for treatment but I must say I have never met such a rude and insulting consultant and would hope that he does not treat all his patients in such a bad way.

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Responses

Response from Frimley Park Hospital

We are very sorry to hear that you were so upset by your experience at our hospital. Good communication is a vital part of care and this is not the standard of communication we expect from any of our staff.

Therefore we are grateful that you have brought this matter to our attention. If you felt able to contact our Patient Advice and Liaison Service on palsusers@fph-tr.nhs.uk or 01276 526530 to provide us with more details we would like to investigate further so we can learn from the experience.

We appreciate your positive comments about your initial experience in the Emergency Department (A&E). We will pass these on to the department.

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