"Good Experience, Well treated"

About: Hexham General Hospital

I visted Hexham A&E just after New Year. I was able to walk in. Unfortunately reception was empty and I waited 10 minutes for a receptionist to arrive at the desk. Consequently I was left standing in the A&E department on my own with no staff to help. When a member of staff did see me he muttered something about getting someone to help and left. This wasn't a good start but thankfully I wasn't injured severely enough for it to be a life or death situation. When the receptionist arrived I, like other reviews, found her to be abrupt, rude and unhelpful, absolutely no manners, no please or thank yous. I was seen quickly by a nurse and Doctor, all of who were very kind, caring and pleasant, with a good sense of humuor.They discussed treatment with me informing me of the choices and the need for the treatment. I recieved very good care by all the staff and was asked to attend a few days later for review, I have been back twice for reviews, both times quickly and seen by the same staff which I think is exemploray. To conclude, the medical staff have been excellent, far far better thn any service I have recieved at my GPs, I couldn't get bandages from my GP. Unfortuantely I feel the hospital is let down by the front of desk staff, each time I go I find them rude and abrupt. Although they do a mundane repetitve job should either improve, get some manners or leave and let someone who wants the job do it.

Story from NHS Choices

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Response from Hexham General Hospital

Dear Sir/Madam I am very sorry to hear about your poor experience when attending the A&E department in Hexham Hospital. It is totally unacceptable for a member of our staff to ever be rude or unhelpful to any patient. We expect that at all times patients will be treated in a dignified and respectful manner and I am sorry this did not happen for you on this occasion. Hexham usually enjoys an excellent reputation with local people and their rating on NHS Choices is high, so I have become both surprised and concerned to read a number of posts all indicating poor reviews for A&E this week. It would be helpful if you felt able to get in touch to provide us with more information to allow us to deal with this matter with some urgency. I have already shared your comments with Helen Routh the General Manager at Hexham. Please do feel free to contact her directly with any additional information you have to share : Helen.routh@nhct.nhs.uk Thank you for your very kinds words relating to the care you received from the medical team in the department. I am delighted that you received the best possible care. Knowing that it was kind, caring and delivered in friendly manner is very reassuring. I was so pleased that subsequent visits have been dealt with in an efficient and timely way with by the same great staff and lovely to know how much you value and appreciate the care that you received from the team. Thank you for taking the time to share your experience with us, we really appreciate it. Best Wishes Annie Laverty - Director of Patient Experience

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