About: Northumbria Specialist Emergency Care Hospital

Absolutly disgusted with the waiting times at this hospital i came here after being transfered by northern doctors by ambulance i was ushered into the main reception area with severe abdominal pain was told the doctor would see me in 5 hours five hours later was told would be six seven hours later still waiting went to see medical staff after seven half hours was told waiting time 8 hours 9 hours later still waiting absoulutely disgraceful came in at 9.30 7.20 in the morning the reception area completly empty cant tell me since 9.30 i was the last person to be booked in i thiught this hospital was for emergencies so then why have you got people woth broken bones minor ailments being booked in i thought wansbeck hexham etc was for that you should go back to the old system least you didnt gave to wait 9 hours to be seen by a doctor surely you can send the minors away to other hospitals that deal with them then the waiting times to see the doctor wouldnt be so long to see the doctor think i seen 15 people with minor ailiments in this emergency hospital i mentioned this to staff and was told rudely not allowed to turn people away well you not turning them away you redirecting them to the hospital where they should be then maybe you wont have long waiting times howay it not rocket science yes tou have signs up but really are people going to listen to them when your reception staff gunna book them here no

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Response from Northumbria Specialist Emergency Care Hospital

Dear Mathew,

I am so sorry – this is not the standard of care we aim to provide for our patients. With unprecedented demands on the service, I know our ED teams are genuinely upset when anyone waits longer than they need to for care. It is not what we're about.

I can fully appreciate your frustration - the length of time you had to wait was completely unacceptable. I am very sorry that you experienced this whilst in severe pain. I am also extremely sorry that you feel other patients with less serious complaints were prioritised before you.

Your are completely correct to assume that The Northumbria is designed for serious emergencies only. Despite a significant and year long campaign we still have more to do to persuade some members of the public to go to the right place to receive care that is tailored to their needs.

We know how hard it is for other patients and our staff when this message doesn't get through, resulting in everyone waiting longer for care than we'd like.

Please be assured we are doing lots to re-direct people as well as work with GP partners and ambulance staff to ensure consistent messages are given.

I will pass your comments on to our emergency care team whom I know will want to reflect on your comments and continue to use the experience of patients to drive their improvement efforts.

Please do come back to me if you'd like to take this further ? My email is Annie.laverty@nhct.nhs.uk

Many thanks,