"Ward 16 brilliant; Ward 6 wanting."

About: Bishop Auckland Hospital

What I liked

My elderly mother was transferred from Darlington to Ward 16 for temporary care. Ward 16 was run efficiently and well; the nurses were kind and sympathetic; nothing was too much trouble and every care was taken. Mum was extremely happy and thought the treatment she received on Ward 16 was exemplary and perhaps the best she has ever received anywhere.

What could be improved

After 10 days my mother was transferred to Ward 6. One would not have believed that the two wards were in the same hospital! Taking water pills Mum requires the loo more than most, and some nurses were totally impatient, and handled her roughly in spite of her injuries. One even denied her a visit to the loo before lights out, and she was in great discomfort for some hours before another nurse sorted things out. One morning it was nearly noon before they assisted her to wash and dress. They cited overwork, but quite frankly on every visit I made I found nurses gathered round the nurses station gossiping while bells were going off around them. The final insult was that when Mum was transferred out they sent the wrong list of pills - a situation which has taken 10 days to resolve - finally sorted with the help of our GP.

Anything else?

Bishop Auckland is a new purpose built hospital, and lovely surroundings to be nursed in and to work in. As mentioned, Ward 16 should be congratulated. As to Ward 6 they need a thorough shakeup - they are dealing with people with problems and needs, not pieces of meat.

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Responses

Response from Bishop Auckland Hospital

Dear Anonymous,

Thank you for providing feedback on your mother's recent admission to Ward 16 and Ward 6 at Bishop Auckland Hospital.

Whilst I am pleased to note you were happy with the care she received on Ward 16, I am very sorry to hear that you were unhappy with the care she experienced on Ward 6.

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

Darlington

County Durham

DL3 6HX

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

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