"That it was Clean enough to sit in the..."

About: Wansbeck Hospital

What I liked

That it was Clean enough to sit in the reception area.

What could be improved

You should not charge people to park 24 hrs it should only be during visiting hours. But the ladies toilet where my partner had to go four times whilst she was waiting had flies in and a bug on the floor. Also it was good to have a vending machine with drinks although there was only a choice of fizzy drinks no water cooler or cup of tea/coffee. There was no food vending machine and we were very huingry.


On Friday 22 October i took my partner to accident and emergency around 01 50 in the morning with a head injury she sustained at work it did not seem too busy and the board said a wait of around 2 and 1/2 hrs which we thought was reasonable. We checked in and this is where the problems began. I asked the receptionist for some kind of letter or appointment card that i could have so i could provide work with evidence of my being there late at night because i knew i would either be late for work that morning or not going in at all. She replied we don't usually do that and are you sure you need it i said yes trust me for my place we need it. She looked unimpressed and said i will see what i can do, nothing came of it. A pleasent nurse came out after this looked my partner over and offered some Codeine and said it was busy tonight, we said thanks and started waiting. 2 hrs 40 later we were still waiting and two people came in after us. continued below

Anything else?

At this time my partner asked the same receptionist who checked her in how much longer it would be she replied i will check for you but said so in an unpleasant way left the reception area came back to her desk ignored us and 15 minutes later we stil did not know. At this stage my partner asked a lady in green scrubs who was sitting at the receptionist desk, who was talking to the other receptionist, how long it will be before i am seen by a doctor. She went to find out straight away . She told us someone was in front of us and she was not clear on how much longer it would be. At this stage apparently there was still one person in front of us that had still not been seen by a nurse or a doctor who we had not seen in our area. By this time both my partner and i were extremely tired and hungry and i was suffering the ill effects of Tramadol i had taken earlier that day. On top of this the parking meter was running out again and we only had a few minutes left and no change to put in machine. My partner then spoke to the lady in the green scrubs again and explained that she wished to go home at this stage a nurse with blonde hair and blue scrubs came back with discharge papers. My partner explained to the nurse that if she new roughly how long the waiting time would be she would have waited. My partner explained she asked the receptionist to check and that she didn't. She also pointed out she had waited over the 2 hours 30 minutes stated on the board, the nurse replied "the waiting time is 4 hours from 1am" my partner said that's not what's on your board and the nurse then said "you could have asked" in a nasty manner and at that point my partner said she did ask but the receptionist didn't find out for her. I would like this to be investigated as at no pint did the nurse offer to check her out before leaving and was more than willing to get rid of my partner. Also the receptionists attitude was attrocious. I look forward to your response and apology.

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Response from Wansbeck Hospital

The Trust was very sorry to hear about your experience in the Accident and Emergency Department at Wansbeck General Hospital. The events you describe fall well below the standard of care expected. Please accept our apologies for any distress this has caused.

We would welcome the opportunity to investigate the concerns you have raised in full. If you would like to write to the Trust with the details of your concerns we will investigate and write to you personally with the results of our findings. The address for your letter is:

The Complaints Department

Northumbria Healthcare NHS Foundation Trust

Cobalt Business Park

Unit 7/8

Silver Fox Way

Newcastle upon Tyne

NE27 0QJ

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