"Does anyone really care"

About: Wansbeck Hospital

A visit to to Wansbeck hospital on 10th Sept to see a consultant about changing my medication all went fine I was prescribed a Lixisenatide pen to inject once a day.

I was told by the consultant not to use the injection pen until I had training on how to use it properly, as no nurse was available I was told that someone would phone me and talk me through it.. surprise surprise I am still waiting, 3 weeks and nothing but as I have used an insulin pen before I read the instructions and have been using it successfully for 3 weeks now.

If that was not bad enough, I now phoned for a repeat prescription of the Lixisenatide pen and was phoned by my gp to tell me that as the hospital has not sent a letter to them explaining about the new medication I can not have it, and I would personally have to sort it out myself by contacting Wansbeck to get them to send a letter out to my gp.

Why when everything is the fault of someone else do I have to have the privilege of sorting it out for them.

Ok I will sort it out. I phoned Wansbeck to talk to a nurse and all I got was an answer machine message. The whole episode is a complete farce which could of been written by the late Brian Rix. Quite honestly I am appalled at the way my case has been treated from after I saw the consultant. I am considering being referred back to my gp.

Now what happens... I have done more than I would expect to do and I can't do any more and will not do any more.

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Response from Wansbeck Hospital

Dear Barry,

I am so sorry that you have had such a frustrating experience trying to get the medicine you need for your diabetes care. The service and communication that you describe is far from acceptable and it is very disappointing to hear that you have had no contact from the team as promised.

I am sure they will want to understand why this has happened and to rectify matters as soon as possible. I have passed on your review this morning - if you would like to privately share your email or phone number with me Annie.laverty@nhct.nhs.uk I will make sure the team have this information at the earliest opportunity.

Thank you very much for bringing this to our attention and giving us the chance to improve things for you. I am again very sorry for the shortfall in our care.

With kind regards,


Annie Laverty - director of patient experience

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