"The worst NHS experience I have ever had"

About: Northumbria Specialist Emergency Care Hospital

I was unlucky enough to become very poorly on a Sunday. I was referred to the new Cramlington hospital by an out of hours primary care GP who said I needed to stay in hospital and be treated. My husband got me to Cramlington hospital but I did not make it as far as receiving any treatment.

I was sent to the A and E waiting area where there were maybe 3 people waiting to be seen but told I had to face a 3 hour wait.

It took my husband a good 10 to 15 minutes to get me booked in even with a letter from the GP who had just sent me there.

The A and E waiting area is facing towards the exit and around a corner from reception. No one could see me suffering in the waiting area. I was not even offered a tissue to wipe my tears or the vomit from my face.

The toilet doors are so heavy I got trapped in them and was released by a little old lady.

My husband went to speak to the person on reception and tried to explain that I was in so much pain and discomfort that I could not sit in the waiting room for 3 hours. The response was "she will just have to wait her turn". It very much felt like no one cared at all about my condition.

I eventually was so distressed and in so much pain that my husband gave in to my begging for him to take me home. No one cared.

The whole experience was a nightmare. I would not send anyone to that place ever again.

The RVI is excellent. Go there and save yourself the distress.

Story from NHS Choices

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Response from Northumbria Specialist Emergency Care Hospital

Dear Amanda,

I am so sorry that this has been your experience of emergency care and that you left the hospital, in pain, believing that none of our staff cared. How horrible for you - we would never want any of our patients to feel this way ?

I am naturally concerned and eager to understand all the reasons why you were unhappy with the service we offered you that night. I will pass on your feedback to a senior manager and the lead matron - I know that they will want to look into matters immediately to discover what went wrong for you.

It would really help us if you were able to work with us on this and share detailed information about where you feel we need to improve. If you are willing to do this please let me know - my email is annie.laverty@nhct.nhs.uk

With many thanks again for taking the time to share your experience and for bringing your concerns to our attention. We genuinely do welcome all feedback received from patients and their families , good or bad, because we understand the part it plays in enabling us to continually improve care.

with thanks again and all best wishes, Annie

Annie Laverty - director of patient experience