"Two very different approaches - A&E and oral and..."

About: Sunderland Royal Hospital

Attended A&E with facial injuries following a fall in which I'd hit my head. I was treated with professional competence but also with indifference, being left covered in blood in the waiting room for a considerable length of time. However, the arrival of the doctor from the oral and maxillofacial department changed my experience. He was wonderful - considerate, gentle and cleaned up my face before removing the tooth embedded in my lip and stitching my wound up. This is my second postive experience of this department in twelve months, having had wisdom teeth taken out in October and on both occasions the compassion and level of care shown by the staff of this department were outstanding. I wasn't expecting tea and sympathy from the A&E staff - just some awareness that, even though I wasn't in obvious distress I was nevertheless in need of basic care. It shouldn't have been left to the doctor treating me to clean my wounds.

Story from NHS Choices

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Response from Sunderland Royal Hospital

Thank you for taking the time to leave feedback following your recent visit to Sunderland Royal Hospital. We are sorry you had a disappointing experience in the Emergency Department. You must have been very shaken following your fall and we are sorry if you felt the staff appeared to be unsympathetic. We will ensure your comments are shared with the team so they can reflect and learn from them. It was however, very pleasing to read your positive comments regarding the treatment you received from the Oral and Maxillofacial team both following your fall and when you had wisdom teeth removal. This is the standard of care we strive to provide and they will be delighted to know their efforts have been appreciated.

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