"Poor service from this hospital"

About: North Tyneside General Hospital

Anything else?

My Father was admitted the this hospital on new years eve 2012. It was 4 days later when I was able to visit him. On my arrival to the ward, I found him crying bitterly and in sone considerable pain. The staff had pulled his curtain around his bed and just left him crying. The pain had started at 4.30 and it was 7.35 when i arrived on the ward. When I asked him why his was crying, he told me the staff would not give him his pain killers which his GP had prescribed him because it was against PCT policy to administer those drugs. I went home and brought in his drugs for him and they were then given to him. The following night I arrived to find his hands and wrists virtually bleeding as he had rubbed them all day due to an itch and not once did any member of staff ask him about his condition or treat it until I kicked off. E45 cream was them given to him. Staff on this ward have a duty to nurse and look after patients and clearly was not done in my Fathers case. I made an official complaint on the Monday 8th January and I am still waiting for the date of the meeting with complaints dept. Is this because of a huge backlog of them I wonder?

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Responses

Response from North Tyneside General Hospital

Dear Sir

First of all we are deeply sorry that we have not yet met with you in person. Please be assured that we do take your concerns very seriously and are extremely grateful when patients and their families take the time to get in touch – it really helps us as an organisation to pay attention to the things that matter.

There have been a number of difficulties in trying to get the right people to talk to you at the right time and for this to coincide with your availability, holidays etc. It is, however, an unacceptable time for anyone to have wait regardless of the circumstances. I am sorry.

I am aware that another meeting has now been arranged with yourself and senior members of the Trust who will be representing ward 6 at North Tyneside General Hospital. We’d welcome the opportunity to listen to your concerns regarding your father’s care and to act swiftly to address these. The meeting will also allow us to provide you with a more detailed understanding of some of the clinical decisions that were taken at the time.

If you would like to talk to someone before this meeting, or if we can be of any further assistance, please don’t hesitate to contact me at annie.laverty@nhct.nhs.uk.

Kind regards

Annie Laverty

Director of Patient Experience

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