"Poor communication on the ward with the patient"

About: University Hospital Of North Durham

What could be improved

I tlephoned the ward that my mother was on to tell them that I would pick her up after her discharge, I asked the person on the phone to communicate this to my mother. However, this was not done. She made her own arrangements for someone lese to pick her up as she thought that I was unavailable. I made an abortive 28 mile round trip to Durham.

Story from NHS Choices

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Response from University Hospital Of North Durham

Dear Anonymous,

Thank you for providing feedback about your experience when arranging to collect your mother from University Hospital of North Durham, following her discharge.

I am sorry to hear that you were unhappy with events on this occasion.

We would welcome the opportunity to discuss your concerns with 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 complaints@cddft.nhs.uk

Alternatively, you can write to us at the following address: -

Patient Experience Team

Darlington Memorial Hospital

Hollyhurst Road


County Durham


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

0800 7835774