"Dangerous treatment of ankle injuries"

About: University Hospital Of North Durham

Anything else?

I have had repeated ankle breaks/sprains which have resulted in many visits to UHND A&E department over the last few years. The department is abysmal. There is frequently rubbish all over the waiting room, patient details including phone numbers and addresses are often visible on reception, the waiting times board is rarely updated, the toilets are disgusting. The receptionists are unhelpful and plain rude much of the time and clearly haven't had basic 'eye-contact' training.

Re: ankle injury specific treatment - I am always in a wheelchair and unable to stand. The chair is invariably put in a location in the waiting room that means that everyone who passes either walks into my damaged ankle or there is a near miss which is extremely stressful (and painful). Staff ignore my attempts to ask to be moved. As this has happened more than once I even ask before they put me in a stupid location not to and it is like they haven't heard and they just dump the wheelchair with me in it and walk off.

Even though at times I have waited nearly 6 hours to be seen no one offers me a drink although I cannot walk so am unable to reach refreshments myself. No one offers to help me to the toilet and even when I wave my arms at passing staff they ignore me. Heaven knows how people with more severe mobility problems cope.

Once I've finally been seen, x-rayed and given crutches I am left to make my own way to the entrance where there are no seats to wait for a taxi to collect me. It is not busy standing on crutches near a busy entrance when you have just broken your ankle. Staff provide no help in calling for a taxi and beleive me it is pretty hard to balance on one leg while gripping onto crutches and using the phone to call one. Reception Staff are at all times unsympathetic, unhelpful and dismissive.

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

Thank you for providing feedback on your admissions to the Accident and Emergency Department at University Hospital of North Durham.

I am very sorry to hear that you are unhappy with your experiences.

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

County Durham and Darlington NHS Foundation Trust

Tel: 0800 7835774