"The waiting times were displayed in A..."

About: University Hospital Of North Durham

What I liked

The waiting times were displayed in A and E

The area and refreshments were available

What could be improved

Update on waiting times - the board was not updated during my 5 hours wait

Put the patient first - I don't want to hear that the triage nurse has not had a drink since they came on duty!

Did not appreciate hearing staff laughing and chatting whilst drinking tea whilst patients were left unattended and in ignorance of test results

No information offered as to aftercare - had to look on the internet and find this out for myself

Anything else?

I appreciate that A and E departments can be very busy and that my complaint was non urgent in those terms. However, no one had the courtesy to simply keep me and my husband informed of how long we would have to wait and what was happening. We are an older couple and found it very stressful to have to wait 4 hours for a simple X ray and I hour for the result

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Response from University Hospital Of North Durham

Thank you for highlighting your concerns to us. I have raised your issues with the Matron of the emergency department who will be discussing your comments with the nursing team, to ensure staff improve their practice and patients receive the best possible care.

The team will endeavour to update the patient board regularly, ensuring all patients and staff are aware of waiting times. Sometimes, due to the large volume of patient attendances, this has not been achieved and we apologise to you for this.

Medical and nursing staff can have fluid breaks within the staff base, however it is not acceptable that patients are left unattended and that you experienced a lack of communication regarding your welfare, especially waiting times, results and aftercare.

Please be reassured that your concerns will be investigated and actions progressed to improve our services.