"lack of compassion"

About: North Tyneside General Hospital

My experience in what was A&E at this hospital leaves a lot to desire after my daughter was involved in a minor road accident (pedestrian & vehicle) she was taken by a kind grntleman yo this hospital....her only obvious injuries were facial....she was informed she should not have gone there but to the new hospital at Cramlington....however once in there the staff refused to allow her to leave to be taken by car yo said hospital at Cramlington....

her face was cleaned up & showed no signs of anything serious....She was sat on a bed with wet wipes & gauze pads to clean any further bleeding herself...she was given an ECG....when I arrived I was informed by a less tgan ftiendly sister in charge that she should have stayed at scene of accident, phoned the police & an ambulance....that the dpt is now only a walk in centre...she requested going to lavatory (2nd time since she had arrived) just as we were going through door the sister stopped us to request a urine sample, a nurse produced a pot which had 'for use of dentures' on lid!!!!!....apparently prior to my arrival an ambulance had been requested on 2 occasions, 1 to upgrade to blue light to speed up arrival...we still waited over 3 hours for it....during this time no communication other than one nurse taking my daughters blood pressure was made with us, despite it being quiet & a doctor sitting reading a novel in nurses station....at no time was she examined...how glad I was when ambulance arrived with fantastic caring crew, they checked my daughter over asked what pain killers she had been given...none & she wasnt offered any until that point....they continued to assess her as she walked to the ambulance, where they drove her to Cramlington...first class help from smbulance crew who reassured her which surprisingly reduced her heart rate & first class help ftom medics at Cramlington.....she was not seriously injured thank you......what happened to the oath medical team sign to say they will help any injured/sick person?? Oh & yes I have wrote a letter of complaint, not gor compensation but to prevent anyone else going through yhe negative uncaring experience we did, also to get a resply as to difference betwern emergency, urgent care & walk in care

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Response from North Tyneside General Hospital

Dear Sir/Madam

First of all I sincerely hope that your daughter is now recovering after her accident.

I’m sorry you feel disappointed by your experience of your daughter’s visit and we would like to talk to you further about this. I don’t have your details to contact you directly but would be grateful if you could make contact with the Patient Advice and Liaison Service on 0800 032 0202 who can work with us to find out more information.

As you will know, in June this year we changed our model of emergency care with the opening of our new Northumbria hospital in Cramlington for serious and life-threatening conditions. Our department at North Tyneside now offers a 24 hour walk-in service for less serious conditions.

Depending on clinical need, some patients who ‘walk-in’ to the 24 hour service at North Tyneside General Hospital will need to be cared for at The Northumbria and this is very much a clinical decision making process.

Again if you make contact directly we will be able to explain why it was felt necessary for your daughter to be transferred to Northumbria hospital, and also understand where we could have improved both yours and your daughter’s experience.

I’m very sorry that you have been left with this impression of our staff, this is certainly far removed from our expectations and usual caring behaviour. It’s difficult to respond fully without the details and we would like to talk to you directly so we have more information.

With kind regards

Claire Riley

Director of communication and corporate affairs

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