"Rushed, unfriendly, poor judgements made, and..."

What I liked

Son taken to WHH following sporting injury and was seen by a nurse who appeared terse, rushed and a little sarcastic about time taken in general on sporting injuries. Nurse reviewed x-rays on son's very swollen and bruised foot, told him he had soft tissue damage only, insisted he stand on his foot despite his protestations he couldn't weightbear and sent him home with no painkillers, walking aids, but a leaflet on sprains. 3 days later, hospital phoned us to say son had a fractured ankle after all, which is what we felt all along and he is now in cast. First visit was awful, 4 hours wait for that service. Second visit, staff lovely but of course they then knew there was a problem. Not the first time we have received misdiagnosis at this hospital and in the 12 years we have used this hospital, service and support has definitely got worse. Very disappoointing. Complained via Patients Experience Team but, despite automated acknowledgement email received stating they would contact us within 3 days, we have heard nothing. Am completing this form as hoping this is another way for someone to note our complaint and respond to it.

What could be improved

Initial visit was rushed, nurse was unfriendly and unaccommodating. Xray showed fracture as we asked to see this on second visit and it was clear to us, and we are not health professionals. We suggest that, despite the fact staff are busy, things were missed and care was poor. Listening to patients and parents would be a start. My son insisted this injury felt much more than a sprain and he was right, but overtalked all the way through.

Anything else?

Yes, if you suggest complaints should be made via PET, please respond to them. Otherwise, it just makes the complainant feel worse.