"Not great, at all."

Thank you for bringing this matter to our attention. It is of great concern to the Trust that the service we provided on this occasion did not reach the expected standard of care. Please be assured that this is not acceptable to us and a full investigation will be undertaken.

When patients present to the Emergency Department they are initially seen by the triage nurse who will enquire what the patients presenting problem is. This should be a relatively brief conversation. Patients will then be taken for a more detailed assessment in a private are which will include recording of baseline observations and other investigations if appropriate e.g. recording of ECG.

We would wish to offer a sincere apology for the comments of the triage nurse. Such comments are not appropriate and steps are being taken to identify the individual concerned and addressed unacceptable and unprofessional behaviour.

We thank you for your positive comment relating to the doctor, this will be shared with the individual. It is expected that all clinical staff introduce themselves to a patient and explain any procedure before commencing it. We sincerely apologise that this was not your experience and for any distress this caused and would wish to assure you that this will be addressed in the investigation and discussed with the member of staff concerned.

The discharge process is such that following examination the doctor will document the management plan and then a nurse will carry out the instructions, this will include the delivery of any treatment required, provide advice (verbal/written) and any discharge medications if required. It would appear that this was not your experience and that the nurse completing your discharge was not aware of the plan to provide medication. Once you brought this to her attention she went to discuss this with the doctor involved in your care. We would wish to assure you that this oversight will be investigated accordingly to determine how it occurred.

The Trust would not expect any member of staff to make inappropriate comments about their colleagues. Such unprofessional behaviour is not acceptable and is not be tolerated and all staff will be reminded of the conduct deemed acceptable by the organisation.

Once again we would wish to apologise that the service did not meet the standard that we would wish and deem appropriate. Thank you again for bringing this to our attention. If you would wish to contact the Trust (Angela McNab, Matron or Paul Anderson, Patient Relations Manager via switchboard on 0191 233 6161) then we could provide the findings of the investigation to you in person.