"A disgrace"

About: North Tyneside General Hospital

My elderly mother was x rayed at North Tyneside following a fall at the end of last year. She was told the x ray was fine, but she had arthritis. After months of agony she asked for a second opinion and was referred to another hospital. She was re x rayed and 3 fractures were found. I wrote, on her behalf to complain about her treatment at North Tyneside General. I was told, in writing I would receive a response no later than 25th March.......and I'm still waiting. So I wrote to the chief Executive and guess what ...... I'm still waiting for a response from him too! I don't suppose this review will be published, but it will make me feel better just typing it. If I acted in this way towards my client's I would have been sacked. All my poor mother wants is an apology. Disgusted

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Response from North Tyneside General Hospital

Dear Sir/Madam Thank you for bringing this to my attention. I wanted to provide you with an immediate response having read the detail in your story. I am so sorry that both you and your mother have had this experience of care at North Tyneside Hospital. I felt disappointed and saddened to learn that your mother has suffered a great deal of discomfort and pain after her fall. I am very sorry that the fractures were not identified at her initial visit to the hospital. I do understand why you might wish to complain and how important it is that you receive a timely response to this. It is also very important to us as an organisation that we get to hear about your concerns as close to the event as possible to enable us to act swiftly. We do have processes in place to track how quickly we do this, in order to understand our performance at department level, but, clearly on this occasion, we have failed to come back to you within the timeline that was agreed. I am very sorry that this has happened and would share your view that a delay of this nature falls way below the standards of service we would expect to offer our patients and their families. I would like to offer to look into this on your behalf but I am unable to take things further whilst this post remains anonymous. Please do contact me at: Annie.laverty@northumbria-healthcare.nhs.uk I would also very much like to pass on my apologies directly to your Mother if you feel it is appropriate to put me in touch with her. With many thanks once again and best wishes, Annie Annie Laverty - Director of Patient Experience

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