"Unfair Reviews"

About: Northumbria Specialist Emergency Care Hospital

(as a staff member),

Whilst taking five minutes, it is with a heavy heart that I have read such woefull reviews and criticism of a team trying their hardest to help others. Respect is a trait I feel has slowly dwindled in the NHS in which nurses etc are now met with contempt and high expectations.

Working at the new hospital it has been a culture shock for all involved and a learning curve as would be expected with the opening of any new establishment.

The "waiting area" was never intended as an area to house the frail and infirm, the homeless, the drunks, the relatives, those asleep acoss three chairs, those blocking walkways in porter chairs. Unfortunately people misuse the A&E and this has a knock on effect to the waiting time and response to those in dire need of emergency care. If you're well enough to walk in from the street, chances are you're not meant to be here.

It's so demoralising reading such hurtful comments about an understaffed, underpaid and under-appreciated workforce whom are trying their best to help someones family whilst they are away from their own.

I love my job, I love helping people get better, do things for them that they are too ill to do for themselves or advocate when things go wrong. Medicine is unpredictable, and illness has no regard for timetable or schedule.

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Response from Patient Experience, Northumbria Healthcare NHS Foundation Trust

Dear colleague,

I received a copy of your post today. I'm sorry that you're feeling so frustrated, and concerned that some of the reviews that you've read do not reflect fairly on the hard work and commitment of your team.

Whilst I can appreciate just how hard it can be to read some of these comments, it is nonetheless essential that we listen to all views about our care. We would always encourage patients to be very open and honest with their reflections.

It is also important we place these views in context. Patients will, rightly, be motivated to highlight any shortfalls in care in the hope that they may improve things for others and we are very grateful that they take the time to do this.

We do consider this feedback alongside other feedback we receive, and the views of the large number of patients and families that we speak to every month. I'm hoping that you already know that the vast majority of this feedback is extremely positive.

Since The Northumbria hospital opened, almost 3,000 patients have given their feedback about care on the wards - 97% are likely or highly likely to recommend their care to friends and family.

9 out of every 10 patients using our emergency care services would rate their care as good, very good or excellent. We massively appreciate the efforts of all our dedicated teams and we take the time to make sure staff know this.

We hope patients will continue to give us helpful feedback, good and bad. We are determined to keep listening, and we hope that staff continue to work with us to improve things for themselves and their patients.

Your post is anonymous so I'm still not sure which team you belong to? If you think there is more we could do to support you or your team, then please do get in touch with me: annie.laverty@nhct.nhs.uk

You may also want to consider speaking to any of the senior managers within your Business Unit - I'm sure they would really appreciate the opportunity to talk this through with you directly.

With best wishes,


Annie Laverty - Director of Patient Experience