"A department from hell run by Angels"

About: University Hospital Of North Durham

What I liked

paramedics were excellent. Shame they need to hang around so long until patients can be handed over as they could be needed for another emergency.

What could be improved

The place was dire with people waiting on trollies along the corridor off the main room. One poor lady was left alone in the waiting room on oxygen or a nebuliser while quite distressed as there were no rooms available. Almost an hour on a trolly in the corridor before my husband could be handed over to the nursing team and checked in. One member of the nursing team was rather unpleasant but the staff were stretched beyond belief. These are professionals working in dire circumstances. Although it does not excuse rudeness I can understand why staff may get like this. They need support from the Trust & do a great job considering the conditions.

Car park is also dire. I spent 20 minutes having to queue for a space whilst not knowing what was happening to my husband who had been rushed in with breathing difficulties. The parking charges are high enough so improvements should be made.

Anything else?

A service stretched to the very limits. The NHS and the Healthcare Professions working in it is excellent but it needs money invested to ensure that patients are not left for long periods of time in poor conditions before being seen & staff have the resources & time available to them to do what they are trained to do.

Story from NHS Choices

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Responses

Response from University Hospital Of North Durham

Dear Anonymous,

Thank you for providing feedback on your husband's recent admission to the Emergency Department at University Hospital North Durham.

I am very sorry to hear that you were unhappy with your experience 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

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 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