Help Accident at Centre Parcs but no help given....?????

EmmaKay_2

Hi,

Not sure where to post this so feel free to move it or point me in the right direction.

Recently we went to Centre Parcs for a short break with our 3 children age 8,7 and 4 and were having a great time when my son fell on some steps at the swimming pool. He managed to cut right through his lip and was in a bit of a state. I am disabled and was sitting down and my husband brought him over to me. I wanted some and tried to get the attention of 2 life guards who were busy play fighting at the side and eventually got there attention. The came over and one stayed beside us while the other went to get a first aid officer. I had some tissues and used them on my son and then the first aid officer arrived and asked take some details. He took the usual name, address, where the accident happened and then said 'well the medical centre is outside and you should go there' and then left.

My son was in shock and shivering and my husband returned (he had tried to clean up the hotdog my son dropped so no one slipped on it but one else came to clean it up). I then went to get our clothes and brought them back. We left shortly afterwards but the blood was still on the floor on the steps and noone had cleared it up.

We visited the medical centre and were told we could visit the local hospital if we were worried or go and buy an ice lorry to help with the swelling.

We visited the hospital and were told that it should have had a cold compress / ice on it immediately to ease the swelling and reduce the bleed. The Dr was not happy that the first aider or nurse at the medical centre hadnt done this.

I felt that Centre Parks should have better first aid and hygiene (you cant leave blood on the floor!!) and emailed them when we arrived home to say this. I would hate for someone else to be mistreated with a worse outcome.

However they have replied to say that they have investigated and ice was applied at the scene and they offered to take us to the hospital :eek:. I cant believe that people would lie about something that could have been really serious. I stated that CCTV should prove this only to be told they dont have any!!!

I wasnt looking for anything other than to highlight that there procedures could have been better but am now furious they can lie about these kind of things and not have CCTV for other peoples safety especially where it is so busy.

Does anyone have any ideas where I could highlight this. Should I contact CEO or something?

Any help or advise would be great.
Emma

Plans_all_plans

Well if I were you, I'd email back saying that ice wasn't applied at the scene and that they didn't offer to take you to hospital. And that someone is lying, but it's not you.

I would copy in the CEO if you can find their email address.

dizsiebubba

They are not negligent as your son fell over and it was not their fault. They also do not HAVE to provide first aid, so there isnt much of a case here....

I don't mean that to sound nasty by the way

4nnabella

dizsiebubba wrote: »

They are not negligent as your son fell over and it was not their fault. They also do not HAVE to provide first aid, so there isnt much of a case here....

I don't mean that to sound nasty by the way

Yes but if their response is to come back with blatant lies about what did or didn't happen then I'd be very keen to take this further, if only to get them to admit the truth!

Plans_all_plans

Yes, her son fell over, but a family friendly company like Center Parcs should really have trained first aiders on site! What sort of second rate company wouldn't have first aid on site??! By the sound of it, there was first aid available, but it was less than the standard the OP expected. I think she's got a right to express that, particularly as they're now lying about it.

Tropez

I'd email back explaining that you feel that someone is lying to cover themselves.

I can understand the lack of CCTV in the swimming pool area. A lot of companies would be wary about installing such equipment due to concerns over who may be monitoring it. It sounds stupid, I know, but there's been a few cases over the last ten or fifteen years where such concerns have been raised, rightly or wrongly.

Nonetheless, you have a right to be concerned. I slipped at a pool when I was a young 'un and the staff there were very quick to sort everything out and get me to the hospital. I recall visiting the pool a year or two later and where I had slipped they had added a few things to make it safer. Most companies would prefer to improve their procedures for the benefit of their customers as it gives the right impression.

pinetree

Hi Emmakay, did you fill in any accident forms etc or logged the accident, when my son was young he cut his finger at the zoo I took him to first aid as I didnt have a plaster (great mum!) they cleaned and applied the plaster and took our details for their records, not sure if this is of any help, your poor son it must of been horrible for him, hope he forgets it soon.

ellay864

This is from Centre Parcs t&c page
C2. Medical Assistance and Clinical Waste
Our Medical Centres provide general first aid and limited medical assistance. As such it will often be necessary for a guest to be able to administer or attend to their own medical need or have someone accompany them who can do so.

The ice treatment is what I'd class as general first aid and tbh I'd expect that as a minimum. I don't know the regs but it beggars belief that organisations like that dealing with the public DON'T have trained first aiders available

EmmaKay_2

Thank you all for your responses.

I really just want them to admit that they didnt apply the ice which I think is basic first aid. I hate lies anyway but feel that from a large family orientated company its not acceptable.

I just want to know that if another child falls and hurts themself that they will be better looked after. The fact that they didnt clean up after the accident has niggled at me as I wouldnt like someone else to step in or slip on the blood. You can never be too careful when it comes to this type of hygiene.

I suppose I just expected more when they are deling with families all the time.

My son is fine thanks for asking, disappointed that he didnt get to go back in the pool, but hopefully the scar wont be to noticable!

I emailed the customer sevices back to say that this was not correct and received an email back saying that her report is complete and she couldnt help with anything so that should be the end of our correspondance and I could take any further action I deemed appropriate..........whatever that means???

Emma
x

4nnabella

Maybe reply back asking how you can escalate the issue as you do not feel they have resolved the issue satisfactorily?

Glad to hear your son is ok with no lasting consequences!

victor2

EmmaKay wrote: »

Thank you all for your responses.

I really just want them to admit that they didnt apply the ice which I think is basic first aid. I hate lies anyway but feel that from a large family orientated company its not acceptable.

I just want to know that if another child falls and hurts themself that they will be better looked after. The fact that they didnt clean up after the accident has niggled at me as I wouldnt like someone else to step in or slip on the blood. You can never be too careful when it comes to this type of hygiene.

I suppose I just expected more when they are deling with families all the time.

My son is fine thanks for asking, disappointed that he didnt get to go back in the pool, but hopefully the scar wont be to noticable!

I emailed the customer sevices back to say that this was not correct and received an email back saying that her report is complete and she couldnt help with anything so that should be the end of our correspondance and I could take any further action I deemed appropriate..........whatever that means???

Emma
x

Don't let it go there. You have their closure on the subject so are quite entitled to go to a more senior level. They might just say it's your word against their staff, but you and your family know what happened so don't be afraid to make a fuss. The (lack of) treatment you describe is unacceptable for such an organisation, so let them know you won't just let them trample on you.

Good luck.