"A&E at rotherham: in and out within 2 hours"

About: NHS Direct NHS Trust Rotherham Hospital / Accident and emergency

(as the patient),

I injured my foot bouldering on Monday evening. I couldn't walk but iced it, took ibuprofen and crossed my fingers that it would be better in the morning as I had to get on a train to Exeter for work the next day. When I woke up it definitely wasn't better.

The was no swelling or bruising but I couldn't put any weight on my foot at all. I was starting to think I might need to get it looked at but I didn't really want to, so rang NHS direct. I got through straight away (this was about 7. 30am) and after speaking to the person on the phone they told me that I should go to A&E. They said I should ideally get someone to drive me or get a taxi and it was nice of them to remind me to take change for parking should I go in a friend's car.

I called a friend and they very kindly drove me to A&E, which was very quiet at 8am. The place was clean and bright and they receptionist took my details and I was triaged immediately by a lovely nurse who also got me some pain killers.

After a little wait, I was seen by the nurse practitioner. I did not know her name but she was very lovely and helpful. She looked over my foot and arranged an xray for me. She found me a wheel chair and pushed me through to the Xray Dept. En route I mentioned I needed to go to Exeter for work that afternoon and she said she would arrange for me to have some crutches.

The ladies in Xray were very friendly and I was straight in and out. What I did notice was that there was a young boy say next to us and the person on the xray reception came over to say she noticed they had been there some time and asked him and his dad what they were waiting for. She then helped them get sorted. I thought this was really impressive.

I met again with the nurse practitioner after a short wait in A&E and she confirmed that I had not broken anything but she suspected I had strained a tendon in my foot. The only thing I could do was rest it and use crutches to take some of the weight off it when I am walking. This was probably the best news I could have as nothing was broken or torn and hopefully I should be back to normal in a couple of weeks.

The only thing that let Rotherham Hospital down for me (especially as I was in and out with in 2 hours) was when I was called by the member of staff to collect my crutches, she shouted my name from the corridor and walked off. I was left to hobble after her and find where she went. Once in the room she asked which one of my friend and I needed the crutches. Considering I limped in there in visible pain I found that a bit ridiculous. I was also told by the nurse practitioner that I would been shown how to use crutches as I had never had them before and she wanted me to put at least some weight on my injured foot but this member of staff just fitted them to my height and gave me no advice.

However, overall I was very happy and was able to make my train: )

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Response from Caron Brittain, National Clinical Governance Manager, NHS Direct

Dear Sarah2

Thank you for sending in your positive feedback regarding the help and advice provided by NHS Direct.

It is always a delight to hear about the good work undertaken by our staff in helping callers and patients, even more so when those patients, like yourself, take the time out to express their gratitude and good wishes.

NHS Direct always informs the staff involved of these comments and if this is something you would like us to do, please could you forward details of your name, address, date of birth and the telephone number you called from, to me via our secure Contact Us facility at www.nhsdirect.nhs.uk.

Again, please accept my thanks for taking the time to send us your feedback.

Yours sincerely

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Response from Grace Oldfield, Patient Involvement Manager, Rotherham NHS Foundation Trust

Dear Sarah2, Thank you for posting your experience of our A & E and X-ray departments and I hope that you are feeling much better and coping with your crutches. It is so important for us to receive feedback, either positive or to highlight where we can improve and your experience clearly highlights to me how every interaction we have with our patients and the public is so important and that we are only as strong as our weakest link.

I have forwarded your posting to the Business & Service Manager for Radiology in order for him to feedback your positive comments of his service and to the Matron for A&E who, from the date of your posting, will try to identify the nurse practitioner who saw you and share your kind comments. Equally she will speak to the nurse whose attitude in ‘shouting’ you through and ignoring that you were struggling to walk is absolutely not what we would expect and for which I sincerely apologise, as this is certainly not what we strive to achieve. I am pleased that overall you were happy with our service, but very disappointing that not every aspect of your care was delivered to the standard we expect.

Once again thank you for taking the time to provide us with feedback of your experience so that we can improve our service for future patients.

With best wishes,


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