or over the top to send this letter?

[OnlyWantsOneFartleBerry]

My DD "fell" and smacked her head on a table today at nursery. She is 3 years old.

This happened at 3pm, and apparently the staff tried to contact me - as she was non responsive and floppy for 5 mins after.

They took her to our docters - which luckily is in the same town.

They did not manage to contact me - and I don't think they even bothered. They certainly didn't call the other 5 contact numbers they have, including that of my DP - as he was with me at the time.

I have written this letter -

RE: Injury to OnlyWantsOne's DD October 15th 2009

Further to our conversation today about the above matter I would just like to put into writing my feelings.

Firstly I would like to say that OnlyWantsOne's DD is happy at the * nursery and enjoys the company of the staff and the other children.

Also I would like to thank you for acting quickly and taking good care of OnlyWantsOne's DD after she suffered her injury. That being said I am somewhat disappointed that I was not contacted sooner. I was first notified that OnlyWantsOne's DD was injured when I picked her up at 5:30 pm today.

I understand that OnlyWantsOne's DD was injured at approximately 3:00 pm today, that she lost consciousness and was taken to *** health clinic and was seen by one of the General Practitioners there.

You have on file my mobile telephone number as well as the telephone numbers of my partner and my close family. In the event of an emergency or an occurrence such as above I would have expected someone from the nursery to contact me or left a message with one of my close family or on my voicemail. This did not happen.

I am also disappointed that I was asked to sign paperwork when I came to pick OnlyWantsOne's DD up today. At that point OnlyWantsOne's DD was clearly upset (as was I) and I did not really have time to take in the importance of the paperwork you were asking me to sign.

Having made the above points I would like to ask the following questions. How did OnlyWantsOne's DD injure herself? Was she playing with other children at the time? Was she being adequately supervised at the time? Why I was not contacted as soon as the decision to take OnlyWantsOne's DD to the clinic? As pointed out above I have a voicemail function on my mobile phone. Other than the head injury checklist, what other treatment did OnlyWantsOne's DD receive at the clinic? Lastly why was I asked to sign paperwork when I picked OnlyWantsOne's DD up? At the very least this is grossly insensitive.

I look forward to receiving the answers to the above questions and any of your comments at your earliest convenience and in any event within 7 days of the date of this letter.

Yours sincerely

Thanks for all your thoughts - had a long chat with my DP and my own Dad and have decided to think about it over the weekend.

DD went to nursery late this morning, as she didnt go to bed till late last night and I wanted her to sleep properly.

I put "fell" like that because I don't know what happened.

When I asked yesterday what had happened, the staff just looked at one another - and couldnt give me a clear answer as to what did happen.

I felt terrible when taking her in this morning at 8.45

They seemed so busy, and the staff were trying to get stuff done and all DD wanted was a cuddle and some one to come and take her to the window to wave good bye to me.

Instead I left her eating a bowl of weatabix on her own whilst all the other kids ran round screaming. She has only been in this "room" since Wednesday. As she only turned 3 on Tuesday

she wasnt as well staying with them, she was crying for me before I even saw her.

The could have easily phoned my mum, DP or sister - who they have met before and asked them to contact me, or come and collected her.

She was not happy when I got there.

And yes, didle I do expect them to contact me when some thing happens. Yes, they sought treatment for her - but they did not call me to let me know what was happening.

FWIW my XP (DD's biological dad) lives in the same town as the DRs. He could have easily, easily seen DD and spoken to her without the nursery staff knowing who he was and what has happened.

I can't believe they didn't just call an ambulance!

Poor you and poor DD. I think that your letter is extremely resonable and well-worded. I presume that staff will be keeping an eye out for signs of concussion and calling you at the first sign today.

Personally, I would give them the letter either this evening when you collect her of first thing in the morning.

Doh - or first thing on Monday morning.

YANBU.

YANBU to be very angry and upset, hope your DD is OK

YES you need to send the letter/and/or meet with nursery manager to get to the bottom of this - having it all in writing is probably best as it avoids misunderstandings and "they said/you said" later on

i too think they should have called an ambulance, and persisted with emergency contact numbers

yanbu.

Not sure i'd put the bit in about was she playing with another child/adequately supervised though.

Better to say you'd like a more detailed account of how it happened so you can discuss it with doc if she needs a follow up.

Do you mean by your last post that your xp isn't allowed to see your dd ? {CONFUSED}

YANBU, at all.

You put your child in their care because they have indicated they are competent to care for her.

If service at a supermarket wasn't what you expected, you would complain and that's just groceries.

The Nursery should have a damn site more sensitivity to your feelings and certainly should be more consideration.

I would also want to know why an ambulance wasn't called. My lovely DS took a tumble and cracked his head on a stone bench aged about 18months, he didn't lose consciousness but I wanted him checked properly and called the ambulance. Medics said you should ALWAYS do that with children and head injuries. (DS was fine btw - thick head just like me obvnov)

I hope your DD feels better and that you do to, take care of yourselves
xMad

PS thought it was a great letter and may contact you next time I need a complaint letter x

did you either of you have any missed calls on your mobiles? YANBU they could have taken her to the GP's and still continued to try and contact you to let you know what was happening!

I'm surprised too though about them taking her to the GP's over the hospital...wonder if it looks better in their accident book if it's not a hospital.....

agree with cat64 about the letter-would be furious about them not contacting me in that situation. It is very negligent. Did you see any missed calls on your mobile?

What kind of paperwork was it?

I wouldn't thank them for taking good care of DD until you're positive in your mind that it's what they have done.

I'd also leave out the question of whether she was playing with other children, letting the question about how it all happened to answer.
Again, whether your DD was being adequately supervised is a prompt for a subjective answer rather than the ratio they are obliged to adhere to - just ask who was supervising at the time.

You also need to ask why on earth they didn't take her to A&E/call an ambulance.

You didn't seem reassured by the nursery before and in the same situation I'd be pulling my child out. I know good nurseries are hard to find, but I don't think this is one of them.

Hope DD feels much better very soon

No, no one had any missed calls.

Spoke to a member of staff at nursery tonight, apparently just before story time DD told some one she needed a wee - and was told to go to the loo, but be quick as they were about to start another activity.

She was running towards the toilets, and tripped and smacked her head on the table - but no member of staff actually saw her fall or hit the table.

This makes me wonder - I was completely unaware that children at just 3 were sent to the loo alone. My DD certainly wouldnt wash her hands if alone, let alone wipe bottoms properly I am very cross now.

So far you have been very happy with the nursery. However, they so seem to have made a mistake in how they ealt with the injury. At this stage I don't think it will help to start questioning their toileting arrangements - leave that for next week, as it distracts from the main issue.

If dd was unconcious for any amount of time they should have phoned 999. A bump causing a child to lose conciousness is very very serious.
Secondly, they should have gone through your emergency telephone numbers again and again and again until they got hold of someone. Perhaps it wasn't possible for the people taking your dd to the doctors to be calling you as they were too busy dealing with the incident, but someone from the nursery should have been on the case trying to contact you.

YANBU they should have contacted you, very out of order. hope your dd is ok. send the letter exactly as posted. It puts all your points across very well and I think if it was me I would want the details of the accident in writing anyway.

If no-one saw her hit her head how long after she went to the toilet did they realise? Did they hear her or go looking for her when she didn't come back. Sorry I know the thought is a scary one but its what I would have to ask them. It may explain why they didn't answer you immediatly when you asked what happened.

I also think they should have called an ambulance especially as they had no idea what actually happened or how hard she hit her head.

At my dd's nursery we have to specify how much toilet help they need, this is another point they need to clarify.

possibly not such a good nursery after all

the toileting alone issue is central to the accident tho and I would discus it all at the same time

Hmm. This needs further investigation. Make your questions open-ended, don't lead them. Sounds like she was unattended when she fell, so it's perfectly reasonable to wonder how long it was before someone noticed and picked her up to deal with her.

oh gosh

hadnt thought about the time she was left alone - it could have been longer than 5 mins then - as they said she was out for about 5 mins after - not including the time they thought she may have been in the loo.

I will take the letter to the manager first thing Monday and ask them to let me know when they are happy to sit down and talk about it all.

She cried at bed time because she cant sleep in her fav position because her head hurts

I mean, accidents happen. She tripped and fell, we're guessing, which could have happened anywhere, if you (or they!)had been there or not.

But their procedures for the follow-up bit probably need addressing:
a) that they make a bit more of an effort to contact you, especially if you have all those numbers to try.
b) that A&E might have been preferable to the GP surgery - unless there's a minor injuries clinic there.
c) the manager of the nursery should have made it a priority to speak to you afterwards and reassure you about things. Not leave it to various staff members who were clearly were put on the spot. Their evasive responses have made things worse, as you've come away with questions unanswered and your imagination is beginning to run away with you.
d) it would have been nice if she'd received a bit more of a TLC welcome on her return.

Hope you get some kind of satisfactiry resolution next week. Keep us posted.

Hope your DD feels better soon.

Sorry to have brought that up owofb, hope she's feeling much better soon.

As an experienced nursery worker, I find this thread very disturbing.
I hope your DD is feeling a little better today.
If a child fell over and was knocked out or unresponsive, I would call an ambulance immediately.
I think it strange that they took her to the GP. I can only assume that by not taking her to the hospital they are trying to avoid feeling out the RIDDOR form, which has to be filled in and OFSTED notified once it has been done.
The regulations require an accident where a person is taken to hospital from the accient to be reported.
more explanation of RIDDOR
Ask them why they took her to the GP and not the hospital.
In your letter, just stick to the main point, which is why they didn't contact you sooner. I think you are clouding the issue if you start accusing them of being neglectful.
It would be better to send the letter, then request a mmeting to discuss.
They have to keep records of written complaints for OFSTED.
If you do not get satisfactory answers, then report them to OFSTED.

Head injury resulting in noticeable period of time when the child is unconscious is 999 immediately and rapid response medic will be on scene within a couple of minutes. The medic (often a rapid response motorbike or car, rather than ambulance crew) will take over the scene and the child will be in their care.
The nursery manager (or deputy) should then accompany the child to the hospital if that is considered by the medic to be the course of action. Meanwhile the nursery admin staff should be making every effort to contact you, notifying you of which hospital your child has been taken to.
Once you get to the hospital, the nursery manager/deputy provides you with a status report verbally and then you take over. Meanwhile the nursery manager/deputy I feel should then go back to the nursery and write up an accident report (which then at a subsequent time, say the next day, you then need to sign to confirm that you have read it).
The accident report is a requirement of the regulator (Ofsted if in England) so any objections you have to completing paperwork, please discuss with the regulator as it is them who is insisting that the nursery does the paperwork.
The nursery also needs to inform the regulator of any incident at nursery which results in a visit to hospital.

Young children do run around and bang their heads. That could happen in any form of childcare, including when being at home in your care. So I do not feel it is the incident itself that is concerning... it's more the way they handled it. The lack of calling a rapid response medic to attend on scene. The procedures in place for contacting parents.

Complain about procedures... is there a head injury procedure? Maybe following this incident they need to have one, so all staff know what to do.

Initially complain to the nursery... if you don't get answers you are happy with, then inform the regulator. Stick to giving facts of the case... and questioning what the procedures were.

Not unreasonable at all. I am a teacher and whilst I know day nursery is different I can't believe they took her to the GP. I have never heard of this before and if this had happened in a school I feel sure that an ambulance would have been called. Terrible that they did that without even trying to contact you. Did the GP not question it?

I agree about leaving the toilet issue for another time. It is connected with the incident but I feel it is best to leave the nursery to investigate the cause of the accident at this point... you need to focus on what happened immediately after the accident, the lack of immediate medical help, the lack of parental contact.

She was running towards the toilets, and tripped and smacked her head on the table - but no member of staff actually saw her fall or hit the table.

This is where CCTV can be useful, as the nursery can playback the video and see if any cameras had picked up the incident. That video can then be used for staff training and to show you the events leading up to and immediately following the incident.

I don't think the bit about no one seeing her actually fall is the issue here at all. As she hit her head on a table it sounds as though she was leaving the carpet and on her way to the toilet hit her head i.e. whilst she was in the same room as everyone. It is possible that a member of staff was going to get up and follow her to the toilet to help her, but as young children do, she jumped up quickly and ran.

Obviously you can check on their proceedures verbally, but your letter should focus on their lack of communication and that an ambulance was not called.