"Car Park"

About: University Hospital Of North Durham

Anything else?

I had an appointment in the rehabilitation/physiotherapy department.at 11am. I had taken time off during my working day and had allowed extra time in case the roads into Durham were busy. It took a little over 10 minutes to get to hospital but 40 minutes to get into the public carpark. Once I had entered the staff car parking area I was committed to waiting. I could not turn around or reverse. After 40 minutes I was able to park my car. I was in for my appointment exactly on time. Had I not allowed extra time I would probably have missed the time slot and marked as a non attentance.

My Clinician was excellent but as I left I called at rehabilitation reception to ask for a PALS leaflet. There was another person being attended to at reception and 4 receptionists in total. I waited several minutes and was not dealt with or even acknowledged so I left. I had allready wasted enough time getting into a ridiculously inadequate carpark without waiting to speak to receptionists doing very little and with no idea of priorities

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Responses

Response from University Hospital Of North Durham

Thank you for providing feedback on your visit to University Hospital North Durham in March 2013 for rehabilitation/physiotherapy.

Whilst I am pleased to read you felt the clinician who attended to you was "excellent", I am very sorry to hear of the difficulties you experienced when parking your car. I can imagine, therefore, how frustrating it must have been when receptionists did not acknowledge your presence when wanting to enquire about a PALS form. I am very sorry that you were generally 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 patientexperience@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