"Patchy; bedside manner and basic care at times..."

About: Wansbeck Hospital

What I liked

I got the treatment I needed in the end

The specialists I saw were friendly, sensitive, knowledgeable and professional. They involved me in decisions about my care and I agreed with their recommendations.

Some of the non-specialist staff were also friendly, knowledgeable and caring.

The staff did apologise when they made an error in my care. I am extremely grateful to the relatively junior member of staff who had the confidence to speak up when they noticed the error made by their seniors.

What could be improved

For myself:

More privacy and tighter confidentiality on the ward- stop pretending that curtains around the bed blocks sound! I was in with an extremely sensitive condition (I'd rather not name this on an online forum). My full name was displayed above my bed; my reasons for admission and ward round consultation were discussed at my bedside fully audible to the whole ward and any visitors at the time. I found this uncomfortable and humiliating.

I appreciate staff are busy but it takes literally seconds for basic bedside manner: introduce yourself; ask what I'd prefer to be called; explain the treatment I'm about to receive and likely timespan; show me where things are e.g. the toilets, the nurse alarm. I'd never been in hospital before and was quite frightened at times

Information wasn't always passed on very well. I was asked basic details (next of kin, religion, allergies, etc) about 4 times over in time that could have been better used

Levels of observation could have been improved. At times I was left sobbing, vomitting or my drip malfunctioning without anyone noticing

An error was made in the dosage of my medication. Thankfully this was eventually noticed and they caught it soon enough to prevent serious repercussions. The staff did apologise but this is still something to improve as it engthened my stay and discomfort.

For other patients who I was in with:

I was quite concerned about the basic care of less able patients. At times, nurse alarms or requests for the toilet/ a bedpan were neglected; little effort was made to coax them into eating or drinking; I did not observe any assistance with washing/ bathing for those unable to wash themselves

Story from NHS Choices

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Response from Wansbeck Hospital

Thank you for your comments posted on this website concerning your treatment at Wansbeck General Hospital.

The Trust was very sorry to hear about your experience and would like to offer you our sincere apologies. This is not what we expect our patients to experience. We would like you to write to the Trust personally detailing your concerns and we will conduct an investigation and write back to you personally.

Patient feedback is very important to us and we do take all concerns very seriously in order to monitor the services we provide. If you do decide to write the address is:

Northumbria Healthcare NHS Foundation Trust

Patient Services

Northumbria House

Unit 7/8 Silver Fox Way

Newcastle upon Tyne

NE27 0QJ

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