"Admission to accident and emergency"

About: Northumbria Specialist Emergency Care Hospital

On the 13 th January 2016 I brought my 83 year old mother to hospital myself rather than use the ambulnce service as i new it was stretched. she was brought in as she is a cancer sufferer had a bleed which was continuous. At 22:55 hrs the clerk booked her in, circumstances explained and was promised a trolley as my mother could not sit properly. There were three other patients waiting infront of my mother who appeared to have minor ailments but still had to wait until 00:30 hrs before she was triaged and still left to sit in the waiting room. She was eventually called to see a doctor at 03.50 hrs when it was decided she needed an emergency operation. Our family are not happy with the fact that she was left in pain for so long and minor ailments triaged first before more serious ones. surley it would be better if patients are triaged first before booking so the more serious ones are seen first. I understand it is probably done to keep with in the 4 hour time frame set by the govenment but is this good for the patient. I have nothing but praise for the surgical team and ward staff involved, but grave misgivings about your accident and emergency set up.

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Response from Northumbria Specialist Emergency Care Hospital

Dear Sir/Madam,

I am very sorry to hear about your mothers experience in our accident and emergency department, this must have been very distressing – please accept our deepest apologies for the wait she experienced for treatment. Our staff do aim to see the most seriously ill patients first, but in this instance we can understand your frustration and we will bring this to the attention of the appropriate medical staff involved in your mothers care.

It is reassuring to hear that your mothers experience whilst under the care of our surgical team was a positive one. We will forward these comments to our surgical staff who will be delighted.

Thank you for taking the time to highlight your concerns with us and we will ensure these are dealt with – if you have any further concerns about your mothers care or anything you would like to discuss please do not hesitate to contact me. My email is annie.laverty@nhct.nhs.uk.

I hope your mother is recovering well following her stay in hospital.

With best wishes,


Annie Laverty – director of patient experience