"Next time I would go to Musgrove!"

About: Bridgwater Hospital

Anything else?

I had a very bad burn to my hand, I had it wrapped in a wet tea towel so it was not visible. I was asked what my injury was at reception but nobody looked at it. I was directed to sit in the waiting area and told I would be called in by a nurse. I saw on the sign there was a 2 hour wait time, although I thought I might have an assessment to ascertain the extent of my injury before that. I sat in the waiting area for 2 and a half hours, in that time no body updated the waiting time sign or advised me of any further delay. I was in immense pain as the burn was very deep and covering a large area of my hand. I approached the reception desk and was told there were three people still to be seen before me. I left to have treatment in my GP practice. Iam very disappointed with the service that is offered at this unit. Another time I would go to Musgrove instead. I appreciate that this is a minor injuries unit and not a casualty department but thought there would be a system in place to spend just a couple of minutes witha patient to assess their injury even if this is just speaking to them in the waiting room to check how much pain they are in.

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Responses

Response from Karen Howard-Grenville, PALS, Somerset Partnership NHS Foundation Trust

Dear Sir/Madam

I would like to apologise for the length of time in which it has taken for a response to be posted on this site.

The concern that you have raised has been passed to the manager of MIU services, who will look into your concern and when information has been gathered, a further posting will be provided on this site.

In the meantime, if you would like to discuss your experience in more detail, please contact Karen in the PALS service on 01278 432120

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Response from Karen Howard-Grenville, PALS, Somerset Partnership NHS Foundation Trust

Deaar Sir/Madam

Thank you for your patience whilst your concern was investigated. I have now received the following response.

'We are very sorry that you had a long wait and no one assessed your injury – we do not carry out triage but do have a subsystem where if a patient is in pain or distress the reception staff alert the clinicians and someone would see you for a short assessment. May I take this opportunity to apologise that this did not happen in this instance, and the concerns that you have raised will be discussed with the reception staff.

If you should need the MIU service again I hope you would feel you were able to attend and if you were in pain please raise it with the reception staff.'

Janet Thomas

MIU Service Manager

If you would like to discuss your experience further, please contact Karen Howard-Grenville in the Patient Advice and Liaison Service, (PALS), on 01278 432120

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