Care Opinion

Not being listened to

Posted By madperson

"Not being listened to"

About: Nottingham University Hospitals NHS Trust

(as a service user),

I have a burn wound that is being dressed at the Burns Dressing Clinic.

I have been going there for a few weeks now and the staff are normally very helpful and kind.

However this week I was worried as I had been feeling unwell and I had noticed a hard lump under the wound that was painful to touch.

I explained to the nurse that I had been feeling unwell and had a swelling where the burn is.

She took my dressing off, had a Quick Look and said it was normal and then just put another clean dressing back on.

I cried on the way home as I knew I wasn’t well and she didn’t listen. She didn’t check my temperature or do anything.

In the afternoon I managed to go to my GP who diagnosed an abscess and gave me antibiotics but said that she didn’t think that they would be effective in getting rid of the abscess and that I would probably have to have surgery to drain it.

It is now the weekend. The antibiotics aren’t working and I feel really poorly. The swelling has doubled in size and I know I need help but I’m scared of not being treated well or being judged.

I have no idea what to do. Do I contact the Burns Unit or do I go to A&E?

I just wish the nurse had listened to me and had got me help. I would be in a better place now.

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Responses

Response from Kelly Morley, Patient Experience Officer, Patient Experience and engagement, Nottingham university hospitals last month
Kelly Morley
Patient Experience Officer, Patient Experience and engagement,
Nottingham university hospitals

Submitted on 06/06/2024 at 14:15
Published on Care Opinion at 14:15

Dear Patient

I am so sorry to hear of your recent experience within the burns clinic. If you are feeling unwell please contact your GP at your earliest convenience for further advice and support. I have spoken to the burns clinic and they would be more than happy to see you again if you need them too however If your symptoms significantly worsen out of hours (overnight/weekends) please present to A&E where you will be assessed and referred to the team for review.

I understand that you feel a little apprehensive after your experience but we want to reassure you that we are here to help you and if you need some support contacting the department please email pals on pals@nuh.nhs.uk and mark for my attention.

Best wishes

Kelly

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Update posted by madperson (a service user)

I ended up ringing the Burns Unit and was admitted for IV antibiotics.

I went to the dressing clinic again today and the nurse was lovely and apologised for not listening to me. She said that she should have noticed what was happening.

All I can say is that I’m feeling a lot better now and the Burns Unit have helped me. However please make sure that you diagnose symptoms and not any diagnosis that the patient may have.

Response from Kelly Morley, Patient Experience Officer, Patient Experience and engagement, Nottingham university hospitals last month
Kelly Morley
Patient Experience Officer, Patient Experience and engagement,
Nottingham university hospitals

Submitted on 07/06/2024 at 09:46
Published on Care Opinion at 09:46

Dear Patient

I am so pleased to hear that you got the correct treatment, please know we would never want anyone to feel like you did and I am pleased you managed to reach out. I hope you heal quickly and do not hesitate to contact the service or speak up if you need any help in the future.

Best wishes,

Kelly - patient experience officer.

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