"Lack of communication and good service"

About: Kingston Hospital / Accident and emergency London Ambulance Service NHS Trust

(as the patient),

I dislocated my knee at work and was in a lot of pain. The ambulance arrived and the paramedics were fantastic. They gave me gas and air, then morphine in the ambulance. On the way to the hospital my knee relocated and when I arrived it was discovered it was OK.

One arrival I was given a tea and asked to wait but unfortunately this is when the breakdown in communication started.

I was initially told I shouldn't eat anything as I might need more medication and still had a drip in my arm from the morphine. This was at approximately 12. 30. After 2 hours my fiancé had to find someone to ask what was going on and no one had even spoken to me since, checked if I was in pain to see if I needed more medication, or even looked at me. Finally I was told we were waiting for the doctor.

The doctor was very distracted and only barely spoke to me for 2 minutes at a time, then would run off. The most frustrating thing is that most people were just standing around doing nothing. I didn't understand it.

After a while my fiancé was given a splint to hold and I was told I was waiting for x-ray. Another hour passed and someone came and started rolling me off. Again no communication about what had happen.

On arrival to the x-ray, the radiologist asked if I was sure it dislocated. I was gobsmacked, surely there must had been more communication with the paramedic. I understand a doctor didn't see it but it doesn't take a doctor to tell you when your bone is sticking out that it is dislocated. Again very minimal communication.

I was then wheeled back, not being told what would happen next. A good hour passed again, this time with my knee in no support whatsoever, the doctor came and said it was fine. I didn't understand as it clearly wasn't. He said he needed to put the splint on and then I could go. He then ran off again.

Another hour passed and after pestering the doctor he wait a nurse would do it, even though he clearly was doing nothing. I asked if I could eat as it was 4. 30 at the point and the drip was still in my arm and causing me pain. He said I was allowed to eat and there was no issue (again why no one told me that I have no idea). I also asked if he could take the drip out and he said that the nurse would do it.

Another half an hour passed and finally the nurse came. All that was required was to take the drip out my arm, which is still sore after 3 days, and to put on a splint which anyone could do as it is Velcro. I am shocked and appalled.

The worst thing is, that after the x-ray I required very minimal treatment and could have been discharged immediately, but the lack of doctors taking responsibility for patients, and just trying to focus on one person at a time caused me a lot of pain, discomfort and hunger, for no reason.

Not only this, but I was given no follow up advice about work, how to manage the pain, or how long I would have to wear the splint. I was just told to make another appointment.

I would happily wait to see a decent doctor or nurse who is willing to give me the treatment I need, than put up with the nonsense I had.

I would like to reiterate how good the paramedics were though. They were fantastic, as was the nurse who finally treated me at the end. So there are some responsible, professional and caring people in the NHS, but a lot seem to lack people skills.

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Responses

Response from Kingston Hospital

Thank you for your comment. We are sorry your experience at the hospital was not satisfactory. So we can investigate this further, could you possibly supply more information to our Patient Advice and Liaison team on 020 8934 3993 or email us on pals@kingstonhospital.nhs.uk.

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