Northumbria Specialist Emergency Care Hospital
Northumbria Specialist Emergency Care Hospital, Northumbria Way, Northumberland, Cramlington, Northumberland, NE23 6NZContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Exemplary standards
Rated 5 stars out of 5
by Alan Bridgett - Posted on 08 November 2022
My dad was a patient until his final days on ward 9. The staff are beyond any doubt the most professional, loving and caring staff, not just to my father but to me too. The support I received, loving care we received is above and beyond. They are all the pride of the NHS. Thank you so much
Visited Don't know on November 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 08 November 2022
Dear Alan, I am sorry to hear of the passing of your Dad, you have our thoughts and deepest condolences. Thank you for taking the time, during such a time of great loss for you and your family, to recognise the staff who cared for your father and provided him and yourself with such holistic care when you both needed it most. I will ensure your review reaches the team involved in caring for your father. I am sure they will be deeply moved by your thoughtful words. Best wishes to you and your family at this time. Kind regards, Heather Heather Gibson Patient Experience Team Manager
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Review titled Excellence
Rated 5 stars out of 5
by Stephen Downie - Posted on 22 October 2022
After arriving early morning with extreme chest pain I was speedily assessed by a+e doctors. Thoughts of concern of heart attack symptoms were soon alleviated though source of issue required a number of tests before issue spotted. As a result I was transferred to ambulatory care in the hope an operation could be undertaken. As it happened I need five day hospital care before discharge. During that time my treatment was excellent. All disciplines from cleaners, porters, healthcare assistants, nurse apprentice, nurse students, doctors, anaesthesiologist, surgeons were exemplary in their patient care. I feel that those on a+e and ward15 are the finest examples of what the nhs via their trust brings to our region. They are to my mind a precious resource, dedicated to those whom they serve even when working under immense pressure. Kind, courteous, knowledgeable individuals willing to give of their time, considerate in their actions and responsive to my questions. Both day and night shift staff were wonderful. It is my hope that Trust Managers read this review and don’t just forward the content but actually visit and acknowledge such wonderful dedication. I am in debt to their resolution of my issue….surgery team were amazing during a particularly pressing time and I’m in awe at their coolness. Would I recommend this hospital…of course I would for they were individually wonderful and collectively the best I could have hope to meet. My eternal thanks.
Visited Accident and emergency services on October 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 24 October 2022
Dear Stephen, I am sorry to hear that you have been unwell with chest pain and needed to be admitted into hospital with us. I do hope you are now recovering well? Thank you for taking the time, during your recovery, to thank the teams involved in your care. I will make sure the multi-disciplinary staff within A&E, Ambulatory Care and Ward 15 are all able to read your review and reflect upon the exemplary care they gave you when you needed it most. I have no doubt your kind words will be gratefully received by everyone. They should feel very proud. All the best with your recovery, I hope it is speedy for you. Take care, Paul Paul Drummond Patient Experience Team Manager
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Review titled Outstanding Staff
Rated 4 stars out of 5
by Anonymous - Posted on 13 October 2022
My Mam went to ward 3 after coming in with a kidney infection and delirium. She could’ve quite easily have wandered off and hurt herself but the staff were on top of it quickly and set up a 24/7 watch on her. They allowed me to come in and spend more than the hour visiting time. Although I know this was also to relieve pressure on the staff (who should be paid much more!) it was incredibly reassuring for me. Everyone I spoke to seemed aware of my mam and we’re able to give me updates, no matter what grade of staff they were. They looked after my mam perfectly and she is on the mend much quicker than I, or even they, I suspect they expected. I have previously had quite a negative experience with my mam’s care at this hospital and they restored my faith and did wonders for the hospital’s reputation in my eyes. This should absolutely be taken on board by higher management and rewarded in some way. I’d express my gratitude myself but my mam is so well she’s already been transferred to rake lane to recover. Also would like to express my gratitude to the amazing paramedics and A&E staff. Positive experience end to end. Anyone involved in the care of Therese. Thank you so much.
Visited Acute Internal Medicine on October 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 17 October 2022
Dear reviewer, Firstly, I hope your mum continues to go from strength to strength with her recovery. Thank you for taking to time out of your day to recognise the care and attention your mother received whilst with us on ward 3 at The Northumbria hospital. It is lovely to see so many members of staff mentioned in your review. I know this will mean a lot to everyone. I will make sure your kind words reach the team who were involved in looking after your mum. All the best to you and your family. Take care, Heather Heather Gibson Patient Experience Manager
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Review titled Outstanding midwife
Rated 5 stars out of 5
by Dale - Posted on 13 October 2022
We came to Cramlington to have our 2nd child. We tried for my partner to have a induction into labour in which we were explained everything in detail about her circumstances. Throughout our stay we had 3 different midwives who were all really nice, understanding and it was clear they loved their jobs. The lady who looked after us for our second day was a credit to the NHS. They are lucky to have her working for them. The passion for the job, how friendly of a person and how approachable she was really supported my partner. We have left a thank you card at the birthing centre ward where she works. I would also like for her supervision/manager to be informed as she deserves all the credit possible. We have been to this hospital for our first child where the care was good, however this time in particular we both have a much positive opinion on the place due to this midwife’s attitude and how lucky we feel to have had her. If her details are needing to be passed on, I am more than happy to provide her name (I know not to post on here)
Visited Maternity services on October 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 13 October 2022
Dear Dale, Thank you so much for posting this lovely review, we wish you and your family every happiness whilst you welcome your second child into your family. Such a special time! It is a credit to the staff involved in the birth of your baby that you felt it necessary to write such a glowing and thoughtful review about their care. It would be a pleasure to pass your comments onto the staff involved in your experience at The Northumbria Hospital. Please do email us privately to patient.experience@nhct.nhs.uk with the names you mention and we will ensure it reaches everyone. I will look out for your email. Many congratulations, Heather Heather Gibson Patient Experience Team Manager
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Review titled Absolutely outstanding
Rated 5 stars out of 5
by Holiday broken wrist - Posted on 04 November 2022
I was treated at the ambulatory care unit after breaking my wrist and being initially treated at Wandsbeck. All I can say is the care and treatment I received was second to none. The nursing staff and hca’s were amazing. The anaesthetists explained everything that was happening, I had a nerve block and would absolutely recommend it. The team in the plaster room who tried so hard so I wouldn’t have to go to surgery, sadly my wrist won that battle and off to theatre I went. The surgical team were fantastic, explaining what they were doing throughout. I hope this review reaches them, because they were all just incredibl. Thank you so very much.
Visited Trauma services on October 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 07 November 2022
Dear Patient, Thank you for positing a second review! It is great that you have reviewed both parts of your care with us and that your experience in Ambulatory Care at The Northumbria hospital was just as professional and successful as your care at Urgent care Wansbeck. Rest assured, again, as with your Wansbeck review, I will ensure your comments are shared with the team within Ambulatory care – I know this will mean a lot to all those involved in looking after you. Thank you for recognising so many different members of staff who were with you on your journey. All the best with your recovery. Take care, Heather Heather Gibson Patient Experience Team Manager
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Review titled Communication & Welfare
Rated 1 star out of 5
by Anonymous - Posted on 07 September 2022
My 86 year old mother was admitted to NSECH almost two weeks ago and was on Ward 12 for 4 days before being sent to Wansbeck Hospital. At both hospitals the communication between nurses/doctors/patient and carer was non-existent. I had to constantly ask every time what was being done for her as my mother couldn't remember. Due to her having diarrhoea she was placed in an individual room where the door was kept closed. There was a TV in the room which never worked in the time we were there and my mother was so bored she wanted to discharge herself. Because of the travelling distance to NSECH (80 miles return) she received only one visitor per day and rarely saw the nurses. When she arrived at the Wansbeck it was a very similar situation. She was admitted to a room which was once an office and again had no TV or toilet facility. I would have thought the latter was quite important to someone with diarrhoea! When she did call for a commode it sometimes took up to 1/2 hr by which time it was sometimes too late. These may seem trivial complaints but they were not trivial to my mother. After being home for 4 days she was again taken by ambulance to NSECH A & E but did not get admitted to a ward until 18 hours later. Whilst in A & E she was told there were no pillows available and was given a rolled up blanket to use. Upon reaching the ward she was put into a solitary room, again with no TV. It took 5 phone calls to finally get through to Admissions to find out where she was and when trying to make an appointment to see her it took a further 3 calls. The visiting appointment system is ridiculous as you need to telephone on numerous occasions before anyone answers. Surely an exclusive department would be better for everyone as it would free up nurses time wasted by having to book in visitors. I understand how busy and financially stressed the NHS is but surely repairing/providing TV's and toilets to individual rooms should be considered and a separate appointment department formed. As I write this I have only had communication via a mobile phone to my mother as she is still awaiting a doctors visit. (20hrs from arrival)
Visited Don't know on September 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 08 September 2022
Dear Reviewer, I am very sorry to read this feedback about your mother’s care and treatment at Northumbria Specialist Emergency Care and Wansbeck Hospitals, and also of the communication and visiting difficulties which you are experiencing. This is not the standard of care which we aim to provide for our patients and relatives, and I am grateful that you have brought it to our attention. I would like to look into this as soon as possible, especially if your mother is still in hospital and both she and you are continuing to experience these issues. With your mother’s consent (or confirmation of your authority to act on her behalf), could you please email me at: Patient.Experience@northumbria-healthcare.nhs.uk, and provide her full name and date of birth. It would also be helpful if you could add the date of her initial admission. Without this information it will be difficult to investigate what happened. I will look out for your email. Best wishes, Heather Heather Gibson Patient Experience Team Manager
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Review titled Professional Efficient Caring Accident and Emergency
Rated 5 stars out of 5
by Anonymous - Posted on 28 September 2022
Standard of care from the A and E Consultant , who took time to speak to me fully and explain fully my treatment, to the Registrars who did the same, to the Care Assistants, Nurses and Porters who were very professional in their specialism- was excellent and thorough. I was in a bad way and the standard of care was excellent. The new hospital design is also very good, providing excellent facilities and work spaces- for both patients and staff.
Visited Accident and emergency services on September 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 28 September 2022
Hello, Thank you very much for taking the time to review your experience of care at Northumbria Specialist Emergency Care Hospital. I am so pleased that you felt your care was excellent and that staff across all specialisms and roles were professional; your recognition that everyone has a part to play in patient care will be appreciated by those who helped to look after you. I will make sure that your review is sent to them. Thank you also for your feedback about the hospital design and facilities- it’s good to know that you were impressed by this. I hope that you are now feeling better. Take care, and thank you again, Heather Heather Gibson Patient Experience Team Manager
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Review titled Excellent staff and provision
Rated 5 stars out of 5
by Barry Frost - Posted on 02 October 2022
I was rushed in to NSECH with a twisted bowel and was in Surgical Ward for 8 days, with 2 further in N Tyneside. The staff were professional, caring and I felt very well looked after. My only issue was noise. There were three components to this: (A) The hospital is very close to extremely noisy roads; (B) For the first few nights the planes taking off from Newcastle through the small hours came overhead. Sooo loud! (C) Internally, the ward is full of multiple beeps (eg drips running low), patient TV’s, general busy-ness. I really think that the hospital would benefit from some advice from sound engineers. Other than that, just so grateful I had provision like this just down the road from home. I hope I won’t ever need it again, but I will feel confident if I do.
Visited Emergency Abdominal Surgery on September 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 10 October 2022
Dear Barry, I have just read your review following surgery at Northumbria Specialist Emergency Care Hospital and wanted to thank you for taking the time to give your feedback. I am glad that you were well looked after by caring, professional staff and that you didn’t have to travel far for your emergency operation. I am sorry to hear, however, that you found the hospital to be so noisy- this is an issue which we do try to monitor through our patient feedback. I appreciate you drawing this to our attention and I will pass your comments on to our facilities and ward teams. Thank you, and wishing you well with your recuperation. Heather Heather Gibson Patient Experience Team Manager
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Review titled Not a Good Visit - Drop In Centre
Rated 2 stars out of 5
by Anonymous - Posted on 08 October 2022
I was taken by ambulance, and paramedics were great, to Cramlington A&E just over a week ago. Unfortunately, I could hardly weightbear on one leg and my other leg has bad sciatica so it is very worrying and scary when on your own when you can barely walk, including to the toilet. I was worried in case my hip was breaking so went in my nightie and dressing gown - especially as I had not expected to get transferred to a public area - if I had known that I would have dressed differently. Anyway, in the A&E dept I first went to no problem but then I was advised if I could get into a wheelchair I culd be transferred to an area where I would be seen straight away otherwise it would be 7 hours to see a doctor where I was. Obviously I opted for the wheelchair and found I was transferred to the public drop in centre. With my dressing gown draped over my knees and clearly on my own. Abandoned. Being seen by a doctor straight away turned into about an hour and a half wait - which in reality I have no problem with. What I would suggest is that staff are encouraged to tell the truth - not invent stories like it will be 7 hours to see a doctor in A&E but you can be seen straight away ie implying 10/15 minutes. Once anyone resorts to lies - even if small and done for best reasons - then you loose trust in that relationship and love - in fact you loose everything. All I had to be advised was if you wouldn't mind probably someone who is in a worst situation than you will come in and you would really help us and yoruself if you could get in a wheelchair and go to the drop in centre and be seen there. In fact, sadly, as there seemed to be no members of staff I could attract attention - as I had a urine infection also and often you feel you need to go urgently to the toilet which I felt I did and I didn't want to try walking even with my stick as I thought I might fall over which presumably your staff would like even less, and as I always seem to end up supporting the NHS staff rather than the other way round a very kind member of the public, an older gentleman with a stick also, as I was trying to put my dressing gown on offered to help me with that and then to push me over to the toilet and wait for me and push me back. I waved over a receptionist to ask if I had been forgotten - I spoke calmly and said staright away I wasn't trying to be bolshy as I felt she might think I was - but what could I do - I was on my own, nobody else to ask, I didn't want to try and walk over, I couldn't see whatever might have been written on the noboboard of waiting time - I politely explained my situation, and could she see if I had be forgotten. She said she would look on the system but sadly she didn't come back to me. I saw a nurse I had seen downstairs in original A&E and he kindly went and found out I would be seen soon. It then went from bad to worst. Please contact me for more information. You need to know if you care and you really want to listen and learn.
Visited Accident and emergency services on September 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 10 October 2022
Dear patient, I am sorry to read that you have been unwell recently and needed to visit us for help. Unfortunately as your review is anonymous it is tricky for us to be able to investigate what happened or to share your feedback with the appropriate members of staff. We would be very grateful if you could email us privately to patient.experience@northumbria-healthcare.nhs.uk with your name, date of birth and home address. This will allow us access to your records so we can find out when you were seen, by whom and in which department. I do hope you are no longer in such discomfort and are already on the road to recovery? We will look out for your email. Take care, Heather Heather Gibson Patient Experience Team Manager
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Review titled Forgotten about
Rated 1 star out of 5
by Dan Rear - Posted on 04 September 2022
I was admitted to A&E during the night after suffering from a blackout….I was placed into room 10 at around 2:30-3:00am…..since then the only person to enter the room was a nurse to take my blood pressure….twice. I’ve heard nurses and doctors outside my room talking about tan lines and who is looking after someone’s dogs whilst they are away….I am 100% certain that nobody knows that I am still here and waiting to be either consulted or discharged but nobody has had the decency to come and say what is happening. I would advise anyone that’s needs A&E to avoid this hospital as you will be shoved into a room and forgotten about. I have been waiting nearly 7/8 hours for someone to tell me what is happening. I am now at the point of discharging myself.
Visited Accident and emergency services on September 2022
Review titled Northumbria Specialist Emergency Care Hospital
Replied on 05 September 2022
Dear Dan, I am very sorry to read this, thank you for bringing to our attention the recent experience you have had with us. We certainly wouldn’t want any of our patients to feel the way you have described. I hope you have been able to receive the care you needed? There are several aspects of your experience which we would like to look further into. We would therefore appreciate the opportunity to discuss your care in more detail. Please email us at patient.experience@nhct.nhs.uk - there can occasionally be a delay in reviews being posted on NHS Choices, with this in mind, it would be very much appreciated if you could let us know the exact date and time of your arrival into hospital. Without this information it will be difficult for the senior team to investigate what happened. In the meantime we will share your comments with the team so they can start to explore further. Take care, Heather Heather Gibson Patient Experience Team Manager
Information supplied by Northumbria Healthcare NHS Foundation Trust