"Appointments and waiting times."

About: University Hospital Of North Durham

The appointment service in the dressings/plastic surgery dept. are a joke! After a referral and initial consultation and X Ray, I was given an appointment for 4 weeks later. The appointment was for 10am, although I had to arrive earlier as I had to have a further X Ray prior to bring seen. My appointment was for 10am and I was seen at 12.50am!, having been in the hospital since 9.15am. I understand that emergencies take priority, but would it be a problem to be informed? Instead of sitting for almost 2 hours, then having to ask what was happening as it was feared I had been overlooked. After eventually being seen , I was given a further appointment for a few weeks ahead. Again, I waited one and a half hours before being seen, but was prepared owing to my previous experience. When the doctor saw me..... his exact words were " I am here to do a review...... but on what, I have no clue" very reassuring..... Are there no notes? After explaining everything once again, as he had no idea why I was there, he went off to look at my previous X Rays....... Should this not have been done first? I was given a further appointment , but was told that when the time came, if I did not want to be seen, I just needn't,t turn up! I was very unhappy with the lack of professionalism..... the lack of information and the total lack of continuity of care displayed by this system. I have always had a positive opinion of this hospital, but felt very let down by my recent experience. The patients are not kept informed, therefore not being able to make their own decisions and this particular doctor was very dismissive.

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Responses

Response from University Hospital Of North Durham

Thank you for providing feedback on your recent visit to the Plastic Surgery Department at University Hospital of North Durham. 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 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