Care Opinion

Refused to see anyone who hasn't an appointment

Posted By crufts101

"Refused to see anyone who hasn't an appointment"

About: Mid-Ulster Hospital / Minor Injuries Unit

(as the patient),

I had a fall in work and was asked by my manager to attend minor injuries unit in Mid Ulster Hospital. I attended minor injuries and went to give my details at the reception window. When asked by a member of staff if I had an appointment, I replied "no". I was then told the nurse was extremely strict and refused to see anyone who hasn't an appointment. I was handed a phone first contact card and asked to step outside and phone the number on the card to make an appointment. I was quite appalled that someone can be allowed to refuse to see a patient who has attended the minor injuries unit.

I had to explain my situation on the phone and then again to a different person who phoned me back and gave me an appoint for 30minutes later.  What a total waste of resources and other peoples time. When I returned to the unit at my appointed time there was only one person being discharged, and one person being called in to be seen so the unit did not seem exactly busy. When it was my turn, I felt the nurse was quite abrupt with me. I felt they had no manners, and a very poor attitude.                                                                                                                                                                                                                                                                                                                                                                                                                                                       

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Responses

Response from Victoria McCrory, Assistant Clinical Services Manager, Medicine and Emergency Medicine, NHSCT 2 months ago
Victoria McCrory
Assistant Clinical Services Manager, Medicine and Emergency Medicine,
NHSCT

Submitted on 22/07/2024 at 15:31
Published on Care Opinion at 15:31

Hello crufts101

My name is Victoria McCrory and I am the Assistant Clinical Services Manager for MUH MIU.

I am sorry to hear you have recently sustained an injury and required the services which the MIU offer. MUH MIU is a specialist nurse led unit, with no senior medical clinician cover, and to maintain patient safety it has a very specific criteria of injuries which they can safely assess and treat.

Most patients who attend the MUH MIU require an initial telephone triage to be completed by phonefirst. This allows a specialist triage nurse to ask a number of questions, which they can then use to ensure that you are directed to the right place to have your clinical need met. The MIU also has a minimal staffing level in place; the use of an appointment system ensures patients are seen in a timely manner, and the service does not become overwhelmed. This helps maintain patient and staff safety. I can assure you that the nurse within the unit is only following trust guidance when she advises that patients require an appointment for the MIU service, and that she is not being strict.

I am glad to hear that once you were triaged via phone first that you were able to have an appointment 30 mins later. I am saddened to hear that you felt the nurse was abrupt with you, had no manners and had a poor attitude. This does not align with trust core values nor professional codes of conduct. I will ensure that your feedback is shared with all staff within the unit for learning. All feedback is important as it allows staff to reflect on their practice and for processes to be reviewed if required.

I hope you continue to make a strong recovery following your fall.

Yours Sincerely

Victoria McCrory

ACSM MUH MIU

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