"Staff were great, but systems and processes need a..."
About: University Hospital Of North Durham University Hospital Of North Durham Durham DH1 5TW
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!!!!!
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!