"Extremely poor level of care"

About: North Tyneside General Hospital

I was admitted to the surgical ward in December and February and on neither occasion was I satisfied with the level of care from the staff. In December I was admitted to have my appendix removed , to only find out 5 hours after the surgery that I hadn't Infact had this done but another procedure, my file disappeared several times during my 3 day stay which meant I wasn't able to receive pain relief when needed. After my first night I was never checked on during the night or given again pain relief despite being in agony. When i rang the call bell was treated as if I was disturbing the staff. I then returned in February with further problems , admitted to the same ward from a&e (who were lovely), I went via RATU (who were also lovely) but once I got put on the ward I was left. I was due a scan which I never had, never seen a consultant until discharge, I stayed for 2 days with no tests carried out and again my file was lost at least twice. On 2 occasions I waited over 2 hours for pain relief. I was discharged and told I would need to come in as an out patient for further tests... I am extremely unsatisfied with the level of care at the hospital. And I am still suffering with problems and not had any answers. I would appreciate being contacted by someone for feedback on this.

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Response from North Tyneside General Hospital

Dear Ashling, Firstly, thank you very much for brining this to our attention. I am sorry you have had such a poor experience. I will admit to feeling really disappointed when I read your story. The poor standards you describe fall way below the level of service we would expect our staff to provide to our patients and we want to respond with some urgency to a number of the very serious concerns that you raise. Thank you for agreeing to be contacted by a member of the team and for being willing to work with us to help us have a really good understanding of where we failed to meet your needs and also importantly what we can do now to improve matters. Julie Gillson is our Chief Matron for surgery and I know she is very keen to hear from you. Would you be kind enough to contact her at Julie.Gillson@nhct.nhs.uk and let her know the best way for you to share all the information you have with us ? Many thanks again - your help and feedback to improve care means a great deal, Kind regards, Annie Annie Laverty - Director of Patient Experience.

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