"A very poor experience"

About: Northumbria Specialist Emergency Care Hospital

My daughter was seen at Hexham General Hospital Urgent Care Clinic this morning. She was in a lot of pain and they asked us to come up to Cramlington A&E which they said would be quicker as they would take her notes from them. They wanted her to go by ambulance but said that it could be a two hour wait so we took her up by car. We waited in the waiting room and were called into a room to be seen by a nurse.

The nurse told my daughter she would have to have her blood taken. My daughter is extremely needle phobic due to some very bad experiences in the past. My daughter refused and the nurse said there was no point in staying as the doctors wouldn't treat her without having her bloods taken. The nurse also said that it didn't matter that we'd been referred by Hexham and that we would have to start at the beginning anyway!! We were left with no choice but to return to Hexham. I was concerned that she had no treatment despite her urine test coming back with ketones, protein and blood so I rang the Urgent Care in Hexham and told them what had happened. I asked them to give her antibiotics but the doctor said that they could but it would be a stab in the dark and she really needs to be treated at A&E. The doctor was surprised that we had been turned away and said that we need to take her back!! I am horrified by the lack of care and empathy and that she was turned away with out any treatment.

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Response from Northumbria Specialist Emergency Care Hospital

Dear Sir/Madam,

Many thanks for sharing this - it sounds like you have had a very unhelpful time trying to access care for your daughter. Please accept my sincere apologies for the gaps in care and empathy that you describe. It's a very disappointing review to read.

I would like to understand more about what happened, with your help and your daughters permission please could you email me her details to Annie.Laverty@nhct.nhs.uk and I can begin looking into this right away.

In the meantime I will contact our senior clinical team at Hexham hospital and The Northumbria hospital to alert them to the concerns you raise. With your daughters details I will be able to find out which members of staff were on duty at the time which will be helpful.

Please do get in touch,

All the best


Annie Laverty – Director of Patient Experience