"Triage nurse needs bedside manner training esp..."

About: Sunderland Royal Hospital

My daughter was admitted into the childrens A&E department on Monday evening. Staff there were great except one in particular. We have had recent problems with this (I believe) triage nurse just the previous week. My daughter suffers from mental ill health. Remarks such as 'what have you got to be depressed about?' And making remarks about her self harm scars such as when she was taking her bloods how much of a mess her arms are and that not to worry about the pain of the needle from bloods it won't be as bad as what she does to herself....when taking other obs instead of breathe in and out it was 'make yourself fat' 'make yourself thin' ........my daughter does have self esteem issues and she does believe she needs to lose weight despite her being underweight .....now the world has gone crazy with being PC but come on this is ridiculous. Surely surely making those type of remarks is not acceptable. I do want to make a formal complaint about this woman because she needs to be kept away from all mental health patients as she does not have any idea how to talk to them. This distressed my daughter a lot more!! I understand there is funding issues in the NHS but seriously some people should not be working with the community.

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Response from Sunderland Royal Hospital

Thank you for taking the time to post your experience of our hospital services on the NHS Choices website. We are sorry that you felt the remarks made by a member of staff treating your daughter to be inappropriate and your feedback has been shared with the Matron for the Paediatric Emergency Department so she can speak to staff in the department and ask them to reflect on your comments and learn from them. We note you wish to complain formally, and if you haven't already done so, please contact our Complaints Team to discuss this in more detail. Their contact details are noted below: Email: complaints@chs.northy.nhs.uk Telephone: 0191 569 9666 (answer phone facility available out of hours)

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