"Waited 7 hours in pre-operation only to be sent..."

About: University Hospital Of North Durham

I waited for 7 hours in day surgery pre-operation only to be sent home because they where behind in surgeries. There were two emergency surgeries that happened, so I do understand they would come first. However, I don't understand when at 2pm I found out they were behind (by me asking what was taking so long) and probably going to cancel appointments, it took them until 5 pm to let me know. Not able to eat or drink water, it is very frustrating the lack of communication. This is also the third time this procedure has been cancelled yet the person in charge of booking this appointment seems to over book on a regular basis (as I was told by another nurse). The fact that I have to take time off of work and so does my husband, it would have been nice for someone to actually apologise and try to resolve this issue properly rather than just send me home and say "you should receive another letter in the post within two weeks, but if not ring in and talk to someone". These people have no respect that the procedures we are waiting to have done have weight on other areas in our life. What seems like a minor issue to them may not be to someone else. Very unprofessional and poor experience with this hospital.

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Responses

Response from University Hospital Of North Durham

Thank you for raising your issues with us. Please accept my unreserved apologies for the poor experience you have encountered at the University Hospital of North Durham. We do take any issues raised seriously and we would welcome discussing your experience further with you. If you would like to contact us please call, email or write to us at: Patient Experience Team, Estates Offices, Darlington Memorial Hospital, Hollyhurst Raod, Darlington DL3 6HX. Tel freephone 0800 7835774 or email patient.experience@cddft.nhs.uk Thank you once again for sharing your concerns.

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