"Confusing"

About: North Tyneside General Hospital

After a 999 call from home, my mum was taken to Rake Lane a&e to be checked out. As soon as we got there, one of the nurses basically pushed me aside and told me to leave and that she would come and find me when I could come and see her. I was standing in the waiting room for 30 minutes before a nurse came to see me. I was with my mum (who was in ridiculous amounts of pain) for 3 hours before someone came back to see her. The staff in the majors part of a&e seemed like they had forgotten about her, and 3 hours later I asked them how long it would be, apparently other people had taken priority and she was 2nd in the queue. As soon as the doctor saw her, he noticed something was seriously wrong and that she needed to be rushed into x-Ray and then into surgery. As soon as we got to ward 7 however, the nurses were amazing! They could see that I was concerned as I was alone not knowing what was going on. Baring in mind it was 2am, I was amazed at how caring the nurses were for me, thank you so much for that. The nurses left me alone to say bye to my mum and once I had they asked me if we were both okay. They helped me so much through a very stressful time.

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Responses

Response from North Tyneside General Hospital

Dear Sir / Madam, Many thanks for sharing these details with us. I am really sorry that your experience of emergency care was not a positive one. I can imagine how distressing it was to witness your mother in pain and I am so sorry that you had to wait for 3 hours before she was seen by the doctor. No matter how busy we would not expect any of our staff to push past patients or act in a rude and abrupt manner. I am really keen to learn more about what happened so that we can learn. Unfortunately your anonymous post prevents me from responding in the way I would like to. I hope you can understand how important it is for us to act on all feedback that we receive - good or bad - we know it is an important part of helping us to continually improve the care we provide. It would be really helpful if you were willing to get in touch with us directly so that we can learn more about the care your Mum received on the night in question. My email is annie.laverty@nhct.nhs.uk I am delighted that your experience of ward 7 was very different and that you felt assured by the kindness and compassion of the nurses who were caring not only for your Mum but also for you at this very stressful time. I hope your Mum continues to recover well and regain her strength. With best wishes and thanks again for getting in touch, Annie Annie Laverty - Director of Patient Experience

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