"Staff were great, but systems and processes need a..."

About: University Hospital Of North Durham

What I liked

Earlier this month I had an operation using the services of the day surgery unit. Staff were pleasant, and caring despite being extremely busy. Staff on ward 9, were I was admitted due to not be too well, were fantastic - seeking medication which I needed, but didn't have with me - they were very concerned for my welfare, thank you for our compasion.

What could be improved

The environment of the day surgry unit makes you feel like herded cattle; changing in a locker room, then shuffled to an inappropriate sized room, where you wait, and wait, and wait - lack of communication from staff as to why we were waiting, and waiting - perhaps a tv could have relieved boredom / tension?

After my operation, I spent two hours (unnecesarily) waiting for a bed back on the day unit / ward 9. I was ready to go back at aproximately 17.25, but did not leave recovery for some two hours later - no bed; this is a complete waste of resources, staff time, monitoring, paperwork, recovery space etc, etc....sheer frustration on everyone's part. There were apparently 47 day cases on that day - I would hazard a guess that this was a few too many!!! Surely, if you are going to admit so many patients to one service, you should have the capacity to deal with them once they leave recovery? In my case, not!!!!!

Anything else?

As mentioned above, I required medication for a long term medical condition, which I had not brought with me, as an overnight stay had not been planned. Staff tried very hard to get hold of it ( Rasagaline and Pramipexole), but they could not locate any; surely, in a hospital of your size, these medications should be available, oryou should have a way of being able to get hold of them? I was quite calm about the issue, but it caused your staff looking after me great angst!

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from University Hospital Of North Durham

Dear Anonymous,

Thank you for providing feedback on your recent admission to both the Day Surgery Unit and Ward 9 at University Hospital North Durham.

Whilst I am pleased to note that you were happy with your experience on Ward 9, I am very sorry to hear about your experience in the Day Surgery Unit.

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 and your comments will be shared with the relevant staff.

Thank you for leaving your comments on NHS Choices.

Patient Experience Team

County Durham and Darlington NHS Foundation Trust

Tel: 0800 7835774