"No treatment given as not considered urgent"

About: NHS Hartlepool and Stockton-on-Tees CCG University Hospital Of North Tees / Accident and emergency

(as a parent/guardian),

Well this takes the biscuit. At 10.30am this morning I took my student to a health centre in Hartlepool. My student is in the process of registering with a doctor in Hartlepool but awaits confirmation of acceptance. The health centre said they were not an A&E and that they would charge £60 for a doctor to look at her. They told me to take her to North Tees A&E as she would be treated for free.

We arrived there and took a car parking ticket. We registered at 11. 15 approx and she was eventually seen by a nurse at approximately 12.00pm. She was advised that a doctor needed to see her and we were told to return to the waiting room.

At around 12.15pm she was called and told by a person that she would not be treated as they did not consider her visit was an emergency. I was gobsmacked and asked this person what their name was and they refused to tell me. I then asked them for a form to make a complaint out on and they walked away. That was the end of the visit at 12. 35. I then returned to the reception and told the senior representative I could not make a complaint out against someone I did not know the name of. The receptionist shrugged their shoulders so we left North Tees A&E.

My student is Chinese and I wonder whether this affected the situation.

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Response from University Hospital Of North Tees

We are saddened to hear of your experience while attending our hospital and would like to appologise for your poor experience. We would very much appreciate the opportunity to discuss your concerns. You can get in touch with us by ringing our patient experience team on 01642 624719. If the team are unable to take the call, please leave a message and they will get back to you as soon as they can. Alternatively you could send an email to patientexperience@nth.nhs.uk.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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