"Rude staff, customer care training needed..."

About: Peterlee Community Hospital

What I liked

Short waiting time. No car parking charges.

What could be improved

Took my teenage daughter to emergency care centre at approx 11pm, due to her vomiting, high temperature, severe back and stomach pains. (She had previously been admitted to hospital as an emergency with same symptoms and diagnosed with kidney problems).Took her inside in a wheelchair as she was in so much pain she couldn't walk. Ignored for a short period by receptionist who was chatting on the telephone. After a 15 minute wait my daughter saw a practitioner who told her there was nothing wrong with her, she was a good actor. However the practitioner had to eat her words when my daughter gave a urine sample and then was told she had a bad infection. They had ran out of the appropriate medication so she was given paracetamol and told to get the prescription at the local chemist in the morning. They then took the wheelchair away saying she didnt need it.

For a staff member who is supposed to be be in a caring profession their attitude was disgusting, totally uncaring and unprofessional.

Anything else?

After a previous bad experience here, I was wary of returning and rightly so. If any of my family require urgent medical care again this will be the last place on earth I would visit!

Story from NHS Choices

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Responses

Response from Peterlee Community Hospital

We are sorry that you feel that the services available at Peterlee Community Hospital were not to your satisfaction. In the first instance, we would advise you to contact the trust’s Patient Advice and Liaison Service (PALS) on Freephone 0800 195 7998 or email cd-pct.pals@nhs.net. The PALS team will be able to investigate your query on your behalf.

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