"General poor service given from the top down"

About: South Tyneside District Hospital / Accident and emergency

(as a relative),

Glad to hear that some good things happen at this hospital however every single experience I have had or witnessed do not fall into this category.

Recent admission of an elderly relative is the final straw that has prompted me to take action. From arrival of us at A&E met (not greeted) by staff having a nice chat about their social lives too busy clearly to greet us and when she did speak no eye contact and rudeness ensued.

A&E staff, also uncommunicative and in my view incapable of basic treatment and nursing skills, Doctors remained almost invisible. Left sat without any basic information with another elderly relative asleep in the chair only you be told that if the last 3 nights were anything to go by she would be there all night as no beds, a simple conversation informing us of this would have been simple to allow us to leave.

This was not improved the following morning when a telephone call was greeted by a rude sharp ward clerk on EAU.

On arrival at visiting time the bay had a computer logged on with patient information on display, and from my experience staff general appearance poor with jewellery and untidy uniform (this could be less important if the important things were good) and more rudeness, general tutting and ignoring requests.

Probably one of the more concerning incidents was a breach of confidentiality when a member of staff contacted a family member regarding medication when no assessment of capacity had been made and the person contacted was not next of kin, particularly when other options were readily available eg the GP.

I am also intending sending this information to the Chief Executive, CQC and local MP as there appears to be a general poor service given from the top down with this being an event following many others displaying the same poor quality.

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Responses

Response from South Tyneside District Hospital

Thank you for providing feedback in relation to your recent experience with South Tyneside NHS Foundation Trust.

We are sorry to learn that you are unhappy with the service which we provided and we would welcome the opportunity to discuss your concerns further.

If you would like to contact our Customer Services Department on 0191 404 1072 or e-mail customer.services@stft.nhs.uk, a member of the team will take the necessary details and ensure that these are passed on for further investigation.

The Trust is grateful for all feedback, positive or negative, as it helps us gain an understanding of what is important to our patients.

We would like to take this opportunity to thank you for leaving your comments on NHS Choices.

Customer Services Department

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