"Our over all experience"

About: North East Ambulance Service NHS Foundation Trust / Emergency ambulance The James Cook University Hospital / Accident and emergency The James Cook University Hospital / Urology

(as a parent/guardian),

My Son had been suffering kidney stones, aged 25. He visited 7 different medical centres, hospitals, etc, and kept getting fobbed off, despite being in agony, over several weeks. I rang an ambulance recently in March, as he was screaming in pain and passing in and out of consciousness.

We got to his house, some 9 miles from ours, and there was no ambulance, just him on the floor. We took him to James Cook, less than a mile from his home, after 40 minutes had gone by since I rang for an ambulance. Eight ambulances were waiting outside A&E when I got him there. I knew one paramedic who was there, and demanded to know why he had not been sent an ambulance. He informed me that all ambulances were told not to collect any more patients, as 'they were too full' People were spilling out of the doors as there was standing room only. Patients brought by ambulance were stacked up in rows - one gentleman had two heart attacks waiting to be seen by a dr. We were left in the waiting room for more than 3 hours, while my Son projectile vomited in pain, and passed a lot of blood, which I gave a sample of, to a nurse. He was humiliated having to do all this in front of strangers. We were taken to a cubicle, then sent back out to the main area 'to wait for a dr' after 4 hours, he was taken for a CT scan, and told he had a large stone. They said they would give him pain relief. A cannula was inserted. Half an hour later, they took it out, and told him to go home, and see if he could speak to a urologist the next day.

They were on holiday. He was left to pass this many days later, all the while in excruciating pain. COMPLETELY unacceptable response. This was his second visit to them inside two weeks, with the same problem. The first time, they said unless he needed a blood transfusion they would not treat him. Nobody cared. Nobody helped his pain. He was given one anti emetic which he vomited within minutes, and filled three pans with vomit, but again, nobody even asked if he was ok. All in all, a horrendous experience.

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Response from Barbara Myers, IG & Legal Services Advisor, South Tees Hospitals NHS Foundation Trust

Good morning

Thank you for your feedback regarding your son and the care and treatment he has recently received. I am sorry you have cause for concern and we will of course investigate this.

I should be grateful, if you would contact me at your earliest convenience on 01642 854500 to provide me with further information and to discuss the options available to take your concerns forward.

Yours sincelerly

Miss Barbara Bellamy

Patient Relations Secretary

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Response from The James Cook University Hospital

Good morning Thank you for your feedback regarding your son and the care and treatment he received during his attendance at The James Cook University Hospital. I am sorry to learn of you and your son's experience and we will of course investigate this. I should be grateful if you would call the Patient Relations Department on 01642 854500 at your earliest convenience, to discuss your concerns further and the options available to take them forward. Alternatively, you could email our department on patient.relations@stees.nhs.uk and provide us with a contact number to telephone you on. The Trust welcomes your feedback and takes all complaints very seriously as we are continuously striving to improve the standards of care we provide. Yours sincerely Miss Helen Newman Acting Deputy Patient Relations Manager

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