"Very poor service from staff"

About: Northumbria Specialist Emergency Care Hospital

I arrived at the hospital at 21.26 with very bad back pains. I saw the nurse within 1 hour and they told me there was a wait of about 3-4 hours. I said that was fine but I could not sit as my back was that bad so I was in waiting room I waited 4 hours still not been called so I went to speak to the receptionist to find out for me and told them I had been waiting 4 hours they came back and said I was fourth in line to be seen and said it's going to be another hour. So I waited another 2 hours and still nothing so the receptionist says I can go find out for myself bearing in mind I'm now in a lot of pain with my back so I went to see a member of staff to ask how long i have to wait while walking through I noticed it was not very busy at all so they were not rushed off their feet. I saw one of the nurses and gave my name and asked when will I been seen they started flicking through some papers and then told me I was now 6th in line to be seen 2 hours after I was told I was 4th and the place was not busy at all. It just appeared to me that they just could not be bothered to see to anyone as in the waiting room there was a few people who had also been there hours and had not been seen which I could understand if they were really busy but they were not at all the place is a joke and I would not recommend anyone to go there as the staff just could not be bothered to deal with the people they get paid to deal with I am totally disgusted with the place and had to leave untreated..

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Responses

Response from Northumbria Specialist Emergency Care Hospital

Dear Michael,

Thank you for your prompt feedback. I am very pleased to have this and will use it to reinforce with staff the importance of helpful conversations and consistent messages about care. I am so sorry that you experienced such a long wait whilst in pain and that you left our hospital feeling disrespected and untreated.

I will ask the team to reflect on the contents of your review and have passed it on to the leadership team In ED.

I am naturally disappointed that you had this experience and can only offer an unreserved apology.

With kind regards,

Annie

Annie Laverty - director of patient experience