"Failed diagnostics, poor service and lack of care"

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

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I went to A&E following a football injury. I was in a lot of pain, after a sleepless night and couldn't walk.

I was seen by a lady that checked me for about 30 seconds, was very rude and told me that it was just a pulled ligament, she told me to take paracetamol for the next couple of weeks and that I will be fine after about 6 weeks.

I worked very hard for few months on the rehab but didn't get the results I expected to see.

After going to the GP, a Physio, doing an MIR scan and seeing a consultant, it was identified that my cruciate ligament is completely torn and both knee cartilages are damaged.

After reading about ACL injuries, I realised that the way the incident happened (and described), the pain I felt, as well as all other symptoms, were classic to this very popular football injury.

In addition to this failure in diagnortics, her attitude was very dismissive and I was pretty much bullied out of the hospital. Serious lack of service awareness!

I really can't understand how the individual that saw me in A&E could dismiss and miss such a clear injury.

I experienced lack of skills, services and care!

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Response from Queen Elizabeth I I Hospital

We're really very sorry that your experience of the care provided at the QEII accident and emergency department left you with such a poor view of the service. Although this incident relates back to August 2012, we would very much like to follow it up so that our staff can learn from your experiences. Whilst that will not undo the problems you encountered, it could prove invaluable for those using the service in future. We do hope that you will give us that opportunity - we can be contacted by email on generalenquiries.enh-tr@nhs.net. If you get in touch, this will allow your concerns to be addressed with you personally.

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