"Disappointing"

About: University Hospital Of North Durham

Whilst appreciating the difficulties faced by the NHS our experiences at Durham University hospital today were not comforting. Our four year old son was taken to A and E yesterday following a head injury and after waiting nearly two hours (told it would be a 30 minute wait) we were rushed through and told to bring him back to hospital the following day for surgery. As told we arrived the following day at 7.00 AM to be told some time afterwards that we should not have arrived until 10.00 and our son would not be seen until after lunch.

The nurse openly informed us that the time confusion "often" occurs with the A and E department. After a further wait we were informed that our son may be "squeezed" in earlier for surgery and therefore was unable to have a sip of water.

It was surprising to see a high number of staff sitting around talking throughout our stay on the treetops unit, however it did make it easier for us to ask questions and request pain relief for our son. The surgeon eventually saw us at lunch time and after examining our son informed us that they were unable to carry out the surgery today as theatre was busy and he was not a priority. We were asked to return the following day at 11.00 but were informed that the surgery again may not go ahead. Overall we left feeling unconfident with the treatment and care our son received.

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Responses

Response from University Hospital Of North Durham

Thank you for providing feedback on your recent experience with your son 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 the Matron for both A&E and the Ward Manager for Treetops on your behalf.

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 cdda-tr.patientexperiencecddft@nhs.net

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