"A bit undecided"

About: Northumbria Specialist Emergency Care Hospital

Arrived at A&E after being told by GP to get there asap. No communication at hand when we arrived. Attention this visit was good. Had to return next day for CT scan.

Arrived for scan but nobody seemed to know why I was there and had to repeat all information I had given the night before. Taken for scan but nobody knew what type of scan was required.

Advised the result would take an hour but kept waiting for results for 3 and a half hours ....no communication from any staff why or how much longer we had to wait.

The only positive was the member of staff that offered us refreshments and at the same time explained that we could watch tv while waiting in the room which really helped us through this stressful time.

I'm sure this hospital would provide excellent emergency service but we felt a bit neglected and lost in the system at times. Lack of communication between departments and staff was obvious. As a patient waiting for results looking at four walls for almost four hours was not an experience I would like to repeat. Fortunately the result was good so we went home relatively happy.

Story from NHS Choices

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Response from Northumbria Specialist Emergency Care Hospital

Dear Sir / Madam,

I am very sorry that you had to wait longer than expected for your scan. I can apprecaite how frustrating it would be to sit for 3.5 hrs whilst staring at four walls. I am grateful that a member of staff took the time to offer refreshments and direct you to the TV to help pass the time.

The department has been exceptionally busy and this will always result in patients having to wait longer than we would like - but our responsibility during these times is to do our best to keep individuals informed . I am sorry we didn't to more to help you with this. Thanks for sharing your story with us.

Delighted to hear that your results were good and have provided you with some peace of mind.

with best wishes,


Annie Laverty - Director of Patient Experience