"Complete lack of information or..."

About: University Hospital Of North Durham

What I liked

The receptionists were friendly and personable. The triage nurse was also very welcoming and friendly. The doctor who treated me was very pleasant. It was her first experience of sticthing and I must say she did a very good job.

What could be improved

I was advised that the waiting time would be one and a half to two hours. I arrived at 520pm. I waiting three hours before I approached reception as I was the only one waiting for treatment in the waiting room several times. When I enquired, I was put in a windowless room (I think to shut me up) where I sat for another two hours. I eventually received the stitches I needed at 1020pm and then waited over an hour for a dressing. By then, the A & E department was full of drunks and it was a very unpleasant experience. I appreciate it wasn't pleasant for the staff but I do not choose to work in an A & E department on a firday night. By 1130, I asked for a plaster to put over the wound as I was constantly being told 'two minutes'. After 6 hours, I could wait no longer and dressed the wound myself and left. While I was waiting, I had to assist two very elderly patients who were struggling while they waited. I appreciate that the weather was bad on the evening I attended but I would have been happier to be told I could expect a 7 hour wait. To be told under two hours, then to be still awaiting treatment 7 hours later with no explanation or information was unprofessional and I expect more from the NHS.

Anything else?

I was treated as a nuisance when I asked how much longer. I don't think it was unreasonable to enquire, given that I had waited for 7 hours after being informed i would be treated in 2. I was pleasant and polite, which is more than can be said for some of the nurses (but not the ones I had direct treatment from).

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Response from University Hospital Of North Durham

Thank you for providing feedback from your visit to University Hospital of North Durham in 2010. Unfortunately, at the time you shared your feedback, we were unable to respond. If you would like to discuss your previous comments please contact us. 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