"Urgent Care"

About: Bishop Auckland Hospital

I visited urgent care Fri 5th Aug approx 8.45 am with my little boy. I was met by a nurse practitioner who was so helpful, went through everything with me and my son examining him so carefully and supportive. They put my little boy at ease, as well as my self going through everything and why. The nurse explained what the problem was and what needed to be done. They sent a urine sample off and told me to come back if there was any change.

That night my sons temp was back to 39.9 and he was being sick I rang 111 for advice and I was advise to take him to urgent care. I took him where I was met by a nurse practitioner who was rude and gave then impression that I had no right being there and couldn't get us out quick enough. Omits simple, if you don't like night shift don't work in a job that requires you work night shifts. Everyone had bad shift at work and maybe they were having one, however that was not my fault or my sons. I have one medical expert (111) telling me my sins temp is really high and needs some medical support and then another medical expert (the nurse practitioner) who never spoke to Jenson, examined him or anything else. I could understand if they were busy, but we were the only people in. This nurse was rude and disrespectful. If this is the usual of how people are treat like they did, no wonder so many people use either their doctors or A&E because after last night I would as it was ridiculous!

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Response from Bishop Auckland Hospital

Dear Vicky

Thank you for providing feedback on your recent visit to the Urgent Care Centre at Bishop Auckland Hospital

I am very sorry to hear that you were unhappy with some your experience with your little boy Jenson on this occasion and we will make sure your feedback is passed to the Matron.

We would welcome the opportunity to discuss your concerns with you and if you would like to contact us with some more details it would enable the Matron/Manager to look into your concerns for you.

If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 7835774.

If you would prefer to contact us by e-mail, our address is cdda-tr.patientexperiencecddft@nhs.net

If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website.

The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients.

Thank you for leaving your comments on NHS Choices.

Patient Experience Team

County Durham and Darlington NHS Foundation Trust

Tel: 0800 7835774

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