Northumbria Specialist Emergency Care Hospital - Ratings and reviews
Reviews
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 12 April 2024
I brought my daughter into the paediatric A&E after 111 said she needed an emergency ambulance with an hour average wait, or I could take her in myself. The triage nurse was waiting for us as soon as we arrived at the paeds desk and she was seen immediately. We then only had to wait a maximum of 10 minutes before the doctor saw her and had given her treatment. Thankfully it was nothing serious but we did have to stay for several hours to see how she responded to the treatment and all of the staff were brilliant. Everything was explained to both of us and they did all they could to keep my daughter comfortable. It was also lovely to hear how enthusiastic and engaging the staff were with the much younger children in the other beds; they truly sounded like they enjoyed what they were doing and cared about the patients. No parent ever wants to have to take their child for emergency medical care but they truly are in the best hands on the unit at NSECH.
Visited Paediatrics services on April 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 15 April 2024
Dear Reviewer, We are sorry to read your daughter needed to attend our Paediatric Emergency department. We understand this can be traumatic for the parent(s) as well as the child, so we really appreciate you taking the time to write a lovely review. The care from the team looking after your daughter and making her comfortable throughout has been a pleasure to read. We will certainly pass on your review to the team. Best wishes, The Experience Team
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Review titled Exemplary care
Rated 5 stars out of 5
by Anonymous - Posted on 11 April 2024
Many thanks to the wonderful ED and ward 7 team for the care of my Dad this week. He was treated very promptly despite ED being very busy and the care he received on the respiratory ward was wonderful, the staff were lovely and approachable. As a doctor who works in a different NHS trust it was comforting to know he was in good hands. Would definitely recommend NSECH for emergency treatment.
Visited Don't know on April 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 11 April 2024
Dear Reviewer, Thank you for taking the time to give us feedback about the care your father received by the Emergency Department and Ward 7 at Northumbria Specialist Emergency Care Hospital. It is great to hear that the care and treatment your father received was wonderful and that our staff were lovely and approachable. We will share your kind feedback with both teams. Best Wishes, The Experience Team
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Review titled No care beyond ambulance service
Rated 1 star out of 5
by Anonymous - Posted on 19 April 2024
Arrived at about 9.30, ambulance crew did obs in A&E bay, saw a junior doctor about one hour or so later, who said he would prescribe antisickness medication straightaway, had bloods taken told to wait till 11.30 and blood results before they would let me have paracetamol for banging headache, which was already so bad it meant I couldn’t lie down on trolley. Moved into corridor on trolley, reiterated to charge nurse I needed antisickness and paracetamol, she said she would see to it straightaway. Didn’t happen, waited, wasn’t really busy so just thought they were still waiting for blood results. I couldn’t catch the eye of any passing nurses or doctors. Waited patiently, still no blood test results, no paracetamol, no antisickness, no one checking in. 6 hours later new young doctor spoke to me for a few seconds, then ran off as had to answer an urgent call, I understand this, so waited again, still no painkillers, no antisickness. Finally at behest of second doctor nurse gave me tablets at 3.35 after 6 hours having mentioned it to nurses, doctors, obs nurses, Northumbria student, even. In the meantime, I spent those 6 hours projectile vomiting repeatedly in a disabled loo, having to take my belongings each time, cleaning it up as much as possible myself, and apologising to charge nurse saying it needed a domestic. When there was no question in my mind I wasn’t being cared for, I told charge nurse I was just waiting for blood test results so someone else could have trolley. She told me I wasn’t allowed to leave till 3am for obs, I accepted this but I was not being observed or cared for or checked in with in that time other than one blood pressure check where I reiterated my headache pain, said it was 7/8out of 10, and continued projectile vomiting on my own in disabled loo. Only got seen and promised meds again after change of shift after 2.30am then another wait, till 3.35. My eyes had dark rings on last visit to public loo from severity of headache, pressure of which of course exacerbated the vomiting. I had then to call a taxi to get home, with cardboard sick bowl I’d held onto. I threw up 2 paracetamol and cyclazine as soon as I got home after the stress of a 7 hours wait and empty stomach anyway. Torture, absolute torture.
Visited Accident and emergency services on April 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 22 April 2024
Dear Reviewer, Firstly, thank you for taking the time to leave a review. We would like to look into this further with you and there are a few options which you could consider. Option 1 • With your consent (or the consent of the person you are representing) we can forward your feedback to the department manager so that they can look into this and reply to you directly. This will also help them to learn from your experience. Please note this will involve sharing your personal details with the department manager so they are able to provide you with a response. Option 2 • You can speak to PALS (Patient Advice and Liaison Service). PALS offer confidential advice and support, and can act independently to raise and help resolve issues. The details for PALS can be found here: https://www.northumbria.nhs.uk/patients-and-visitors/share-your-feedback/patient-and-advice-liaison-service-pals#fcdc5f8a Option 3 • You can register a complaint with our complaints service. This usually has to be within 12 months of the event happening. You can find out more about the complaints procedure here: https://www.northumbria.nhs.uk/patients-and-visitors/share-your-feedback/how-make-complaint#c0e2191e We will be fully guided by what feels best for you, so please let us know how you would like to proceed. If you choose to receive feedback directly from the department manager (Option 1), please provide the information detailed below to our email address: patient.experience@northumbria-healthcare.nhs.uk. Name Date of birth Contact details Date of appointment or admission How you want to be contacted (email, letter or telephone) I will look out for your email. Best Wishes, The Experience Team
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 28 March 2024
From the ambulance service to my discharge every person I came in contact with was polite and efficient. There were people from many departments involved and they all seemed to know what was happening.
Visited Stroke on March 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 28 March 2024
Dear Reviewer, Thank you for taking the time give us feedback about your care at Northumbria Specialist Emergency Care Hospital. It is good to hear that you had a good experience throughout your treatment and that you felt well-supported by the staff you encountered. Is there a particular department or team which you would like us to forward your review to? If so, please do let us know by emailing: Patient.Experience@northumbria-healthcare.nhs.uk With our best wishes and appreciation, The Experience Team
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Review titled Heros in a extremely busy A & E
Rated 5 stars out of 5
by Anonymous - Posted on 07 March 2024
I attended A&E yesterday after being referred up by my GP with tonsillitis and a high heart rate. Every staff member from receptionit's to consultants I came across were amazing/caring and really trying their best to keep an extremely busy A & E under control. They don't get enough credit for their hard work and dedication to our NHS service, they take abuse from annoyed patients but are professional, take it and get on with looking after their patients. It made me open my eyes from an outsider how over worked these 'heros' really are. I would like to thank you with all my heart for helping me feel better yesterday, under all the pressure you were under. We are lucky to have you and I don't think you get the credit and appreciation you deserve. Thanks guys, not all super heros wear capes... they wear scrubs :)
Visited Accident and emergency services on March 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 15 March 2024
Dear patient, Firstly, we’re sorry to hear you needed to visit the Emergency Department and hope you are recovering well. Thank you so much for sharing your thoughtful review, we are so pleased that you were well looked after. It is wonderful to read that you found all the staff amazing and caring. We will make sure your kind words are passed onto the team who were involved with your care. Kind regards, The Experience Team
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Review titled Efficient and professional
Rated 5 stars out of 5
by Julie McKenna - Posted on 09 March 2024
We did not have to wait as long as we had feared. Triage was quick and we were seen almost immediately after that.
Visited Accident and emergency services on March 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 18 March 2024
Dear Julie, Firstly, we’re sorry to hear you needed to visit the Emergency Department and hope you are recovering well. Thank you so much for sharing your thoughtful review, we are so pleased that you were well looked after. It is wonderful to read that you were seen to quickly. Kind regards, The Experience Team
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Review titled Good staff and service
Rated 4 stars out of 5
by Urquhart - Posted on 06 March 2024
Thanks to staff in a& e & endoscopy staff for helping my severely mentally distressed and ill daughter on numerous occasions. All the staff were friendly and helpful and professional in difficult circumstances.
Visited Accident and emergency services on March 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 15 March 2024
Dear Urquhart, Thank you so much for your review and taking the time to show appreciation for the staff who have cared for your daughter. We hope she is feeling better and it’s great to hear that the staff were friendly, helpful, and professional. We will pass on your thanks to the staff involved in her care at both the Emergency Department and the Endoscopy Department. Kind regards, The Experience Team
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Review titled Shambolic
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2024
Went to Rake Lane A&E who then referred me to Cramlington for blood tests. Initially went into triage who sent me back into waiting room - have called my name twice now but only to take blood pressure - trolley in room to take blood so why can't they call you once and once only instead of time wasting- coming up to 8 hrs wait now - absolute joke and shambolic- RVI much better hospital for A & E - seriously something wrong with this hospital management - if you can go somewhere else I would strongly advise you do so.
Visited Accident and emergency services on February 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 08 February 2024
Dear patient, Thank you for bringing your experience to our attention. We would like the opportunity to discuss your concerns with you, as your review is anonymous it makes it tricky for us to look more in depth into what happened. To allow us to continue this conversation about your care in greater detail and in a private capacity please do contact us at patient.experience@nhct.nhs.uk and we will reply with your options. We will look out for your email. Take care, The Experience Team
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Review titled Children’s Unit - Fantastic
Rated 5 stars out of 5
by Kyle Hollingworth - Posted on 19 February 2024
We arrived on Friday afternoon and were shown to where we needed to go by a very friendly volunteer at the front entrance. In the Children’s Unit, the wait to see someone was very short for initial triage. As soon as more tests were needed, we were moved to a 4 bed side room and my son given a Teddy by the nurse to help him feel at home. Throughout the entire afternoon all of the Doctors, Nurses and healthcare assistants were amazing. He was eventually admitted at around 20:30. Within 5 mins, the nurse had a private room ready for my son and wife to stay. They helped move our stuff and were so helpful in even getting things like phone chargers (we never planned to stay overnight) so that they could stay in contact with us. There is a small kitchen area for parents to get some tea/coffee and biscuits which might seem like a small thing, but becomes a game-changer. The next day, the Paediatric Consultant saw us, and gave full diagnosis and provided us with really vital information. I learnt more in 10 mins with her than I have in 5 years of what turns out to be a similar issue with my other child. They were kept in another night and every single person we dealt with was incredible, and an absolute credit to the health service. I really can’t praise them enough. The hospital facilities in general were very good. The canteen was nice, and the staying parent gets a meal voucher for their evening meal. Visiting hours are a generous 0800-2200. The shop is well stocked and run by amazing volunteers. A very small criticism of the facility is the car parking. The prices are not conducive to people admitted. If I pay a ticket for 24 hours and it uses number plate recognition, I should be able to leave and come back and allowed back in, then having to pay more for anything over that 24 hours. If you need to head out and come back it becomes rather expensive. Overall, an incredibly positive experience. Thank you to everyone that helped my family out, they did the health service proud.
Visited Paediatrics services on February 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 19 February 2024
Dear Kyle, We are very grateul for your kind and detailed review of the service and treatment which you and your family received on the Children’s Ward, and at The Northumbria in general. Being with your child in hospital can be a worrying and stressful time, and we are pleased that this was helped by the quailty of the staff and the facilities which were available to you. Your comments really help us to understand what makes a difference in patient care. Thank you for drawing our attention to the issue of car parking. Concessions can be made at the disctertion of ward managers in certain situations, including parents who are staying in hospital to be with their children. We are sorry that you were not made aware of this and will pass your comments to the ward for future reference, together with your overall reiew. We hope that your child is feeling better, and our best wishes to you and your family. The Experience Team
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Review titled Outstanding care
Rated 5 stars out of 5
by Gemma - Posted on 19 February 2024
My dad was admitted to critical care following surgery and the staff went above and beyond. Although they weren't able to save him they did everything possible and explored every avenue. Ensuring me and my brother and my dad were treated with dignity and respect. They made an awful time seem a little less scary.
Visited Critical care on February 2024
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 18 March 2024
Dear Gemma, We are so very sorry to hear about your recent loss and offer our sincere condolences. You have shown incredible kindness in taking the time to write about your experiences of the treatment which your Dad received when you are going through such a difficult time. It is good to know that you and your brother felt well-supported by staff in the Critical Care Unit and that they did everything possible for your Dad. We will make sure that your feedback is read by the staff who looked after him. Our thoughts are with you and your family, The Experience Team