"Wonderful service from Wansbeck A&E"

About: NHS 111 Wansbeck Hospital / Accident and emergency

(as the patient),

I attended Wansbeck A&E yesterday and thought I would write in the light of so much negativity about the A&E service. The service I received was absolutely wonderful and the staff, whilst extremely busy, we so kind and gentle to my needs.

A special thanks to Jonathan the doctor in charge of my care and Marilyn who provided comfort and a lovely cup of tea. The A&E department provides a wonderful service and whilst I do need further investigations, I came home feeling much better than I did earlier in the day.

Earlier in the day I had a very different experience with a doctor from NHS 111 which upset me greatly.

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Response from Annie Laverty, Director of Patient Experience, Northumbria Healthcare NHS Foundation Trust

picture of Annie Laverty

Dear Mrs D,

I was sorry to hear that you had reason to visit emergency care in the first place - I am glad you are feeling considerably better about things now.

Thank you so much for taking the time to give the Wansbeck team such a lovely review of the care they provided for you - I know just how much this will mean to them when I pass it on.

I'm delighted that you were seen by warm, friendly and compassionate staff who wanted to support you in the way you deserved.

With all best wishes for your continued health and thanks once again,


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Response from Steph Edusei-Basra, Strategic Head of Corporate Affairs, Northumberland CCG

I am sorry to hear that you were dissatisfied when making use of the NHS111 service and that your experience was poor. However, I'm really pleased to read that your experience of Wansbeck emergency department was good.

I'd really like to find out more about your experience of NHS111 so that we can work with the provider of the service to make improvements.

I'd appreciate it if you could contact me on Stephanie.Edusei-Basra@nhs.net so that we can discuss your experience further.

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Response from Wansbeck Hospital

Dear Sir/Madam Thank you so much for your feedback. It is very thoughtful of you and all the staff will really appreciate it. It is very reassuring to know that you have experinced wonderful care delivered in a kind and compassionate way. Our staff know just how much this means to patients and that sometimes a nice cup of tea and few kind words can make all the difference when we are in hospital. I do hope that the further investigations go well for you. Best Wishes Annie

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