"not being cared for"

About: Northumbria Specialist Emergency Care Hospital

My mam who is 82 years old was taken into this hospital with severe bleeding on her legs after having melanoma skin lumps removed at the rvi. She is on warfrin so the bleeding had to be controlled. After being taken to Cramlington three times within two days she was kept in on Wednesday 5th August 2015. She was put into ward 12. When we came to visit on the Thursday she was crying with pain in her legs she had been promised pain killers no one brought them. She had been put into the toilet and told to pull the cord when she was finished.

When she pulled the cord the whole thing just fell off . After sitting on the toilet waiting for someone to come back in to help her she managed to get back to her bed from the toilet on her own. Fortunately she hadnt fell as she could hardly walk.

I dread to think how long she would have been lying in pain if we hadn't came in visiting. After we arrived and I got a nurse and informed them the hospital was a shambles she was given morphine and a doctor was brought to check her legs. Extremely disappointed with this hospital

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Response from Northumbria Specialist Emergency Care Hospital

Dear Lindsey,

Many thanks for bringing this to our attention - I am sure that you can imagine just how disappointed I am to read the detail in your review and the gaps in care that you describe. I know that Claire, the ward manager, and team on ward 12, will be equally upset when I pass it on.

I am really sorry that your mother was in so much pain - I hate the thought of any of our patients experiencing this without support from our staff ? I am also sorry that we have failed to meet our own standards of care and have left you feeling so disappointed with the new hospital. I'd wondered if you would get in touch with me directly at annie.laverty@nhct.nhs.uk so that we can get to the bottom of everything that went wrong during your Mother's admission ?

It is essential that we act swiftly on all negative feedback received in order to learn and to put things right for those that follow. Many thanks for working with us on this.

with all best wishes, Annie

Annie Laverty - Director of Patient Experience