"My daughter's broken finger"

About: The Townsville Hospital / Emergency Department

(as a parent/guardian),

My daughter broke her finger at school. We went to our doctor who arranged for an X-ray and we found out she had a fracture. As we have health insurance our doctor tried to get us to see someone privately. In Townsville, no such luck. Doctor then gave us a referral to clinic at hospital. They couldn't see us until the following week. They said we had to go to emergency. Bear in mind she has already been diagnosed with a break we just wanted someone to put a splint or something on it. The nurse we first spoke to in ED was very helpful and sympathetic to our story. She called the clinic to see why they sent us down and got the same story as I did. She said don't worry we will fix you up here. And they did. Our next nurse and physio were wonderful with my daughter and we quickly got a splint and we're on our way home, 4 hours after the initial break.

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Responses

Response from Julie Shepherd, Nurse Manager Patient Experience, Patient Services; Clinical Governance Directorate, Townsvillle Hospital and Health Services

Dear BrokenMum,

Thank you for sharing your story and I trust that your daughter is recuperating well.

Please know that I will happily send your story to the staff of the ED through their managers, so that they can hear about the helpful and sympathetic care you received by nursing staff and the physiotherapist, this will provide them with a real lift. I thank you for that.

I understand you must have felt frustrated when presenting to the Fracture clinic and being referred to the Emergency department. The Fracture clinic sees a large number of patients, and I apologise you were unable to be accommodated on that day.

Our surgical services, who manage the fracture clinic, appreciate all feedback and please know that they will use your story as a way to assist them in improving the patient’s experience.

Thank you again BrokenMum for your feedback, and I wish you and your daughter, all the very best for the future.

With kind regards,

Julie Shepherd

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Update posted by BrokenMum (a parent/guardian)

Thanks Julie. Looking back I probably should have gone straight to ED, however I am mindful that a suspected broken finger is not what the good nurses and doctors are there for. I'm sure they are there for real emergencies. Anyway my daughter is recovering well, so please send on my thanks.

Response from Julie Shepherd, Nurse Manager Patient Experience, Patient Services; Clinical Governance Directorate, Townsvillle Hospital and Health Services

Dear BrokenMum,

Looking back is made a lot easier now that things have resolved, however, you sought care and followed the advice that was given to you during a time when your daughter was injured, you were only doing what any parent would do.

I am glad to hear that your daughter is doing well.

All the best,

Julie Shepherd

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