"Difference in treatment"

About: Cumberland Infirmary

I would just like to place on record my views on a recent visit to the infirmary. It was during the doctors strike and the service differed. I was in extreme pain from an operation and the painkillers gave me constipation and I was really suffering.

On arrival at the A&E we were greeted by the receptionist and told immediately that there was nothing they could do in what I would say was an abrupt manner. My daughter then approached the staff member to be told to contact a telephone number. She did this and was told to hand her phone to the receptionist to no avail. There was a kind person who came out and explained the situation its a pity the receptionist was not able to do the same.

The main trust of this review was that I was referred back to the hospital after going home. I must champion the treatment I received from the nurse and assistant who could not have been more caring and even phoned my home at 11.30pm when they were finishing. To inform me that they had contacted the District Nurse. This caring attitude was the opposite to what happened in A&E.

I do hope you can thank Morag on our behalf.

Its a pity that the first point of contact was not the same although the person that came out recognised the situation.

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Response from Cumberland Infirmary

Dear Sir/Madam,

I am very sorry that your arrival at the Accident and Emergency department was less than welcome. Rudeness is never acceptable even when the staff who are present are under pressure in such a busy department.

I totally understand that this experience must have left you feeling very frustrated and upset whilst you were in so much pain.

It appears that you had resolution later in the evening, from the contact made to you after you got home. I will make sure Morag is aware that her actions were very much appreciated.

If you would like me to look further into your concerns about the reception staff I can be contacted via the complaints team.

Best wishes,


Patient Experience

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