"The so called help we received"

About: Sunderland Royal Hospital / Accident and emergency

(as a relative),

I took my grandmother to A&E after being told to by 111. We were directed to the children's a&e and were told we're not allowed to leave to go to the adult side, until someone had checked her to make sure it's safe. A nurse came (it was supposed to be a sister but she admitted she forgot about us), the nurse said she was taking my grandmother to a room and when I had signed her in to go up and they will let me in to be with her, I then found her the corridor shivering, after waiting an hour to be seen I went to reception and told we were next, 15 minutes later the nurse called for us and was rude and condescending, they told me to shut up and put their hand in my face as I was trying to explain what the doctors and specialists had told me to explain to them. After 2 hours we finally got transfered to a professional nurse that knew what she was doing and we were out in 20 minutes. The whole experience was very stressful and my grandmothers blood pressure is now dangerously high. the 'temporary' a&e is, in my opinion, useless, there is no space, the staff don't seem to have a clue where they are or what they're doing, we are devastated with the so called help we received.

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Response from Andrea Hetherington, Deputy Head of Corporate Affairs, City Hospitals Sunderland NHS Foundation Trust

We are really sorry to hear of your grandmother's experience and would like to apologise for any distress caused to you both. We would like you to get in touch so we can investigate this fully for you. Could you please contact the Help and Advice Service using the contact details below:

Email: Helpandadviceservice@chsft.nhs.uk

Telephone: 0191 569 9855 or freephone 08005876513

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