"absolutely disgraceful"

my great uncle has Parkinson's disease and was admitted to rake lane on the 12/03/16 early in the morning around 10am on the 19/05/16 he had a fall in the hospital, cracked his head open which he needed stitches, a busted bruised hand and a broken hip. his wife arrived at the hospital shortly after she was informed around 1pm they had told my auntie that they had rang for an ambulance at 11 but my great uncle was not classed as an emergency even though he was in dyer pain and agony. the nurses and staff had continued to give him morphine and fluids as he was severely dehydrated. I arrived unaware of the accident at the visiting times and he still had not had any news about the ambulance. we constantly asked throughout the night if they had heard anything about the ambulance to know if he would get the urgent care that he needed. resulting in my family and I staying at the hospital until 1am this morning 20/5/16 and still had no news on an ambulance until 7am this morning 20/5/16. the hospital and staff kept telling us we were getting back dated as we were not classed as an emergency even though we never heard a single ambulance and they were insinuating that every ambulance in the north Tyneside district was busy which I highly doubt.