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Fracture Clinic - appalling

Story from nhs.uk

"Fracture Clinic - appalling"

About: Manchester Royal Infirmary / Trauma and orthopaedics

As a result of the poor treatment I have received at the MRI, I have ended up having to take diazepam and self-harming in order to cope with the stress and anxiety.

I fractured my ankle and had a terrible experience with a very unprofessional doctor at A+E. I was not phoned with a follow-up appointment for the fracture clinic and they did not answer the phone despite me trying to call them for hours which meant that I had to travel in in person in order to find out whether and when I had an appointment. If I had not done this, I would have been left walking on a broken ankle with no follow-up care.

Various nurses at the fracture clinic have been very kind but the doctors seem completely unconcerned. I have explained that I have difficulties with depression and anxiety but at best they are indifferent to this. On my last visit, I tried to explain that I am struggling to cope living alone with mental health issues and a broken ankle and that I needed some extra support and information. He laughed in my fave and told me I was being "ridiculous". Both times that I have visited the clinic, I have suffered a severe anxiety attack. I will not be attending again as I feel that the poor communication with patients, excessive waiting times and the callous, uncaring attitude of the doctors has significantly contributed to a sharp decline in my mental health. I have requested a referral to a clinic at another hospital through my GP in the hope that I will finally, after six weeks, receive the support and information I need. I have tried to contact PALS regarding this and to speak to someone in Orthopaedics but was promised somebody would call me back, which never happened. I'm extremely disappointed with the service and am only grateful that I have not had to be subjected to it as an inpatient.

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Responses

Response from Manchester Royal Infirmary 6 years ago
Manchester Royal Infirmary

Submitted on 08/08/2018 at 15:52
Published on nhs.uk at 16:06

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope on your attendance at the Emergency Department (ED) and Fracture Clinic at Manchester Royal Infirmary. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

Matron Sankey explains that during June 2018, the Orthopaedics Department & ED implemented a virtual fracture clinic to help streamline the pathway of care for patients who attended ED who subsequently required follow-up in Fracture Clinic. All patients who fit the criteria are listed to receive a telephone call from the Orthopaedic team within 72 hours of their attendance at the ED. Matron Sankey acknowledges the issues you have raised and has fed back to the Orthopaedic team so they are aware of the problems you have experienced. As the new system was introduced in June there has been some initial problems and Ms Powner, Deputy Directorate Manager for Orthopaedics at the Manchester Royal apologies for the delay in you being contacted.

Ms Powner is also disappointed that you did not manage to get through to the Orthopaedic Department when you were trying to contact them by phone.

The number you would have been given would have the virtual fracture advice line which is a voicemail service and the voicemails are accessed on a daily basis and patients are contacted.

She is sorry that this did not happen and you had to make a trip to the hospital to get your appointment.

We are very sorry to learn of your experience of the fracture clinic and your description of consultations with the Orthopaedic doctors. The behaviour you describe is unacceptable and we would welcome the opportunity to identify the clinicians involved and investigate and response to your concerns fully. Therefore, we would be grateful if you could please contact Jane Powner, Deputy Directorate Manager by Phone 0161 276 8991 or Claire Lloyd Operations Manager on 0161 276 8960.

The Patient Experience Team

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