"A&E to medical assessment/admissions"

About: Sunderland Royal Hospital

I have had to attend A&E a number of times in the last few months with elderly parents & have found the staff here to be fantastic. Today they have been equally amazing with my now seriously ill relative and we have been fully informed and involved in all the decision making. Well done A&E. I have also visited various departments in the hospital with them for appointments and found the staff to be kind, polite and respectful. After many hours in A&E today to then be met with a staff nurse on the medical assessment ward who shows no empathy for our situation and was abrupt to the point of being downright rude is very upsetting and very disappointing and has left me lacking in confidence that my relative will be looked after with the care and respect he deserves. This is not the first time I have encountered negative attitude on this ward and perhaps it is something that management need to take a close look at. I understand it is a very busy ward and staff are working under great pressure but after a long and worrying day that looks like will not have a good outcome I expect the same high standard of care that we have received elsewhere in the hospital.

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Responses

Response from Sunderland Royal Hospital

Thank you for taking the time to share your experience of A&E and the medical assessment unit. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients, and your comments will be shared with the staff. We are disappointed to read that your overall positive experience of A&E has been let down by the attitude of staff on the admissions ward and we would like to look into this in more detail. In order to do this we would be grateful if you could contact the Help and Advice Service so they can obtain a few more details. Their contact details are noted below: Email: Helpandadviceservice@chsft.nhs.uk Telephone: 0191 569 9855 or freephone 08005876513 Opening times: Monday – Friday 8 am – 5pm Thank you once again for taking the time to leave your review.

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