"Postponed cataract operation"

About: Bishop Auckland Hospital

Anything else?

I had an appointment for a cataract operation today 6 November, to be carried out by my doctor, I arrived before 1oclock and was directed to what appeared to be a ward now being used as a waiting room. The nurse on the desk was having problems with updating information on her computer and was trying her best to get this resolved via numerous phone calls. I was told that my notes hadn't arrived from Darlington but they were expected by 1oclock. Morning surgery had taken a little longer so afternoon list started at 1.45. All other patients were prepped and seen by the consultant, I was eventually taken into another room by a doctor who said that notes still hadn't arrived but not to get anxious as theyprobaly would arrive. At this point I realised that my doctor wasn't carrying out my surgery, but I wasn't told this officially. My husband had taken the afternoon off work to drive me from Chester le street and I had made child care arrangements for school pickup for today and rest of the week. At 3oclock I was told my notes were en route but wouldn't arrive until 6 and that the doctor wouldn't be able to carry out the surgery and I would receive another appointment. Whilst I appreciate the hospital had tried to get my notes the day before I feel quite disappointed with the service I have recieved. Staff were polite and genuinely sorry about the inconvenience and i dont blame them at all, but I can't help feeling that notes should be sourced earlier and that if the person I was expecting to carry out the operation wasn't going to be available I should have been advised prior to the operation. At my pre op assessment the nurse sorted my op date and I asked for information regarding the surgeon, her resonse put me at ease about the operation , but I was panicked when I found out it was someone else. As for Darlington who had my notes, I can't believe that they were being sent via Chester le street, North Durham . Taking time off work isn't always easy and today was completely wasted , my husband may not be able to take further time off work as it is coming up to year end, and I have inconvenienced a number of people who kindly agreed to do school run for me. The letter I received from Darlington Memorial confirming the date of the operation was dated 9 October so they had plenty of time to get my notes to Bishop Auckland . Numerous people have had their time wasted including the staff at Bishop Auckland and now the plans I had in place to look after my elderly parents while I was unable to,are all scuppered

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Responses

Response from Bishop Auckland Hospital

Thank you for providing feedback on your recent visit to the Ophthalmology department at Bishop Auckland Hospital. I am very sorry to hear that you were unhappy with your experience on this occasion. We would welcome the opportunity to discuss your concerns with you. If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 7835774. If you would prefer to contact us by e-mail, our address is patient.experience@cddft.nhs.uk Alternatively, you can write to us at the following address: - Patient Experience Team Darlington Memorial Hospital Hollyhurst Road Darlington County Durham DL3 6HX If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Patient Experience Team County Durham and Darlington NHS Foundation Trust Tel: 0800 7835774

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