"Poor organisation and no communication"

About: Northumbria Specialist Emergency Care Hospital

I called the 111 service who are great. They got me an appointment with northern doctors at Berwick infirmary. (I live on holy island) I go to the appointment to be told I need to go to hospital, but they would not provide transport as I am unable to drive myself there. After arranging a taxi and spending a fortune to get to hospital I was left in the waiting area for 3 hours, was told that I'd have to wait to be seen as there was a shortage in staff?

After waiting I finally see the triage nurse to be told I will have to wait another 4 hours to see the doctor. I was sent to hospital with pneumonia and was struggling to breath, I only have on lung so having pneumonia could be deadly.

When I finally seen the doctor they refused to do any tests as there wasn't allot they could do for me? I was offered any antibiotics, not even anything to get my breathing under control.

Overall I was sent to the hospital for them to not do anything to help me, I'm now back at home feeling worse than ever.

Would definetly not recommend this brand new 'state of the art' hospital.

Story from NHS Choices

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Response from Sophie Dixon, Patient Experience, Northumbria Healthcare NHS Foundation Trust

Dear Jordan,

I am sorry to read that transport was not offered to you and the subsequent financial cost for a taxi, I would like to look into why this happened, please email me with your details (full name, d.o.b, address, time of visit) to Annie.Laverty@nhct.nhs.uk.

Please accept my apologies for the wait you experienced following your referral, as you may be already aware we are currently experiencing an extraordinary demand on our Emergency Care service. We are doing everything we can to meet that demand and tend to patients needs as quickly as possible, but we know we can always do more.

Feedback like yours is invaluable and helps us to know where those improvements need to be made, so thank you for sharing this with us.

I am very concerned that you feel you were refused treatment by a doctor for your pneumonia and I am worried that you’re still feeling unwell. With your details and your permission, I will look into contacting the member of staff responsible for your treatment and finding out what happened and why. I would strongly recommend either contacting NHS 111 or your arranging to speak to your GP who can, if necessary, refer you to one of our respiratory specialists or arrange the necessary diagnostic tests.

I hope this advice is helpful, please do get in touch with me.

All the best and apologies again,


Annie Laverty – Director of Patient Experience

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