"Thank you NSECH"

About: Northumbria Specialist Emergency Care Hospital

I was admitted to NSECH by ambulance after suffering chest pains at home. Within 20 minutes of arriving at the Hospital, I'd had an ECG, bloods drawn and an X-ray and was sent to wait in the waiting area, which was pretty quiet at the time. After 2 hours (the posted wait time) I was seen by a Dr in A & E. During the 2 hours the waiting area had become very busy and there wasn't enough chairs. Not a problem for me as I was far better off standing up, but for some patients and their relatives it was. I was admitted to CCU Ward 10 and had a 3 day stay. The only slight niggle would be that on one of the days I was told I would be staying in hospital for a further night however I didn't have it explained to me why this was (the nursing staff were unsure).

I know my issue wasn't a patch on how serious some of the patient's issues were and that staff can only do so much with the time they have but a two minute explanation would have been good.

Apart from that little thing, all the staff I saw on the ward were superb (including the ultrasonographer, nurses, HCA's and doctors) and I can't thank them enough, especially the HCA who shared my total dismay at one of my meals turning up covered in carrots (I loathe carrots). The nursing staff were excellent, nothing was ever too much for them and although they may have going at a million miles per hour they were always calm, kind and courteous. My discharge from the Hospital was done within 1.5 hours of being told I was fine to go home. No complaints from me about my care, however I think that the seating area within A & E could do with a few more chairs or being expanded a little.

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Responses

Response from Northumbria Specialist Emergency Care Hospital

Dear Carrot Hater,

Many thanks for taking the time to give us this very positive feedback about The Northumbria Emergency Care Hospital.

It's great to read that you received care in a really timely way - that's exactly what we'd want for all of our patients and we know we haven't always got this bit right when demands on the service have been at a peak.

You are so right - the pace of service delivery within the hospital is rapid. It needs to be to respond urgently to the needs of those who are most ill.

It is very reassuring however to hear that despite this, the staff who cared for you always found the time to be kind and courteous. We've learnt how important the small things can be and I know that your lovely feedback about their behaviour will, in turn, make our staff very happy.

I will also share your comments about seating with our Director of Estates & Facilities. I wonder, however, if we'd rather get continually better at addressing why people are waiting rather than expand the waiting area? Just a thought?

All the best and thanks again for helping us improve the care we offer,

Annie

Annie Laverty – Director of Patient Experience