"Upset at treatment"

About: North East Ambulance Service NHS Foundation Trust North Tyneside General Hospital / Trauma and orthopaedics Wansbeck Hospital / Trauma and orthopaedics

(as the patient),

I was disgusted at how I was treat at Wansbeck hospital.

I arrived by ambulance to Wansbeck after having a bad fall, and the way I was treated was disgraceful. One of the nurses there refused to take me to the toilet knowing fine well I couldn't walk, she then told me that I had no choice but to use the bed pan and laughed at me because I said no to using it. This upset me so much it reduced me to tears.

They also told me there was nothing wrong with me and left me to get my own way home, they left me in the wheelchair by the main entrance, I had to ask another patient to help me to my taxi and help me into it.

The next day I was in so much pain I had to ring for an ambulance and was taken to Rake Lane where they found a fracture and my ligaments had been torn.

I have been unable to walk for a good few weeks and just getting back on track now.

I am very shocked and upset at how I was treated, I hope no one else has the misfortune of going through what I have been through.

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Response from Northumbria Healthcare NHS Foundation Trust


Many thanks for getting in touch with us.

I’m sorry that you’ve had a painful fall and fracture. I imagine it’s not easy to recover from this if you are a busy mother of two. I’m also really sorry that your experience of care at Wansbeck has caused you so much distress.

I have to be honest and say I was quite shocked to read your post on the website. The attitude and behaviours of staff that you describe is completely unacceptable. We want all our patients to be cared for with respect. We expect them to feel listened to and receive prompt and effective help when they need it. Every year we take a lot of time to listen to what patients have to tell us about our care – we know that our staff are usually recognised for their kindness and compassion and that confidence and trust in our nurses remains high.

Your experience sounds completely different to this and this is of considerable concern to me. I want to act immediately to find out the circumstances behind your visit and to speak directly to the staff concerned. Unfortunately while you remain anonymous I cannot do this and so I would urge you to contact me as soon as you can so that I can find out more. My mobile is 07876 502899 or if you’d rather contact me by email you can find me at annie.laverty@nhct.nhs.uk.

Thanks for your help in resolving this as urgently as we need to.

With best wishes,


Annie Laverty

Director of Patient Experience

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