"Customer service - what is that"

About: University Hospital Of North Durham

My mother admitted from ED to MAU. The MAU has visiting times. Mother moved, NOK not informed, went next day, and then ward 14 the ward sister pointed to sign with Different visiting houre to MAU. Please note, either let NOK know, or do not teat them with disdain when they arrive out of new areas, visiting regime.

This same experience my mother has been discharged, unable to get to the toilet, the staff had not even tried her. I have been nursing for 35 years, I just need to let you know this is basic.

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Responses

Response from University Hospital Of North Durham

Thank you for providing feedback on your recent experience with your mother at the University Hospital of North Durham.

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 both the Sister on AMU and the Sister on Ward 14 for you.

We would welcome the opportunity to discuss your concerns with you and if you would like to contact us with your name and 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