"excellent support from nurses and consultants..."

About: North Tyneside General Hospital

Over the past 3 or 4 weeks I've attended several departments at NT Gen Hosp with my Father who is mid eighties. The Consultants have been beyond terrific.. as have oncology day unit staff and nurses at respirator clinic, haematology etc... However.. .Today's appointment over ran and whilst my Dad was having lung function tests I told staff that his parking ran out in a few minutes and I daren't abandon him even if I had the keys etc.. also the sign on the wall said to tell staff. Staff were terrific and told me just to tell reception when I left. This was echoed by outpatients department when we booked the next appointment and by haematology staff when he later had his bloods done. we were this reassured and did as told. The receptionist on the main entrance - the public face of the hospital advised me and my father who was already feeling anxious 'Well I don't know what you expect me to do about it...' this, is the intimidating and rude fist line of care at NT Hospital. The renewed faith we had in the hospital - after a very bad experience a few years back - was destroyed by this, at best rude and at worst uncaring less than professional receptionist. It was around 11.25 today, 29th July..

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Response from North Tyneside General Hospital

Dear Sir/ Madam, Thank you so much for bringing this to our attention, I am so sorry that you have encountered a member of staff who was rude and intimidating. The attitude you describe is completely unacceptable and we would never expect any of our staff to behave in this way. I hope you understand important it is that we pursue this further to address matters quickly - I would be very grateful if you would get in touch with my directly. We would like to work with the member of staff concerned and help her understand the impact of her actions and comments that day. My email is annie.laverty@nhct.nhs.uk Many thanks, Annie

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