"Management let a really good hospital down very..."

About: Bishop Auckland Hospital

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I took my 87 year old mother in law to the eye department for an 11.40 appointment. The hospital is lovely. Clean, modern, excellent nursing staff and consultant really excellent etc. I still hold tha view but .....

We were not advised of any delay and there was no notice to indicate approximate waiting times. Other patients were showing signs tho of a long wait. One had been there from 9.30. About an hour in, two nurses were kind enough to offer tea and biscuits. No further such facility was offered. After over two hours I asked a nurse to please give us the courtesy of an explanation as to why things were not moving, why the delay. She said she would ask a doctor to speak to all of us. I saw her ask a male doctor but he clearly declined the invitation.

We were seen at 3 50pm - having waited over 4 hours.

The (very nice) doctor advised that a doctor scheduled for the morning clinic had failed to attend. A manager had decided that patients could be left waiting until later. I think some afternoon appointments were cancelled. This poor lady was then left with the frustrated waiting patients. I can only guess at the apparent embarressment of the staff. What made this worse was the fact that the majority of those waiting we're elderly people who went without lunch etc for such a long time.

So, complain? No what is the point. It was clear that the managers would care as little as they did at the time. Sorry for the staff tho!

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Responses

Response from Bishop Auckland Hospital

Thank you for providing feedback on your mother's recent appointment in the Ophthalmology Clinic at Bishop Auckland Hospital.

I am very sorry to hear of the excessive wait both you and your mother endured on this occasion and hope that you can accept my apologies for this.

We would very much 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 patient.experience@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

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