"need to know"

About: Darlington Memorial Hospital

On the 18/08/2015 I attended the Outpatients for an appointment with a a Consultant at 11.30 am; I was still waiting 1 hour later with no reason being given and no communication at all from any member of staff. I had to leave for another appointment and informed the reception that I had to go; as I already had an appointment with the specialist nurse for October I said not to bother re arranging this one. today I received a letter telling me of a change of appointment from Tuesday 18th at 11.30 to Tuesday 18th at 10am, the letter was dated 18th August. I phoned the contact number given and after being cut off twice I got through to appointments who then put me through to the reception! It seems I had been shown as a DNA but the receptionist said they would amend that and send out a new appointment out.

While I understand there are reasons why clinics run behind time there is no excuse for not informing people as to what and why this is happening; I also feel that a review of working practices is required with reception as some months ago I had an appointment for a colonoscopy and after reporting at reception sat waiting for some time and after 30 minutes overheard my name being mentioned as a DNA- I spoke up and was accused almost of not reporting in when others in the room spoke up and supported me. This is basic administrative work and should not be difficult to do.

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Response from Darlington Memorial Hospital

Thank you for providing feedback on your recent visit to the Outpatients Department at Darlington Memorial Hospital.

I am very sorry to hear that you were unhappy with your experience on this occasion and we will make sure your feedback is passed to the Sister and Patient Booking Manager on your behalf.

We would welcome the opportunity to discuss your concerns with you and if you would like to contact us with some more details it would enable the Matron/Manager to look into your concerns for 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

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