"A complete lack of organisation and respect!"

About: Darlington Memorial Hospital

I had been referred to the Memorial Hospital to see a consultant in the gastroenterology department regarding years of digestive problems that I have endured. Whilst I can't fault the consultant who was very thorough and helpful, the rest of my experience was awful. Having waited for two months for this appointment, the doctor was then an hour late seeing me and at no point did anybody apologise or explain to me and the other people (all of whom were also waiting longer than necessary) what was causing the delay or how long we should have expected to have been waiting. The nurses I encountered were abrupt and rude and I was ushered from waiting room to another without a single word. After seeing the consultant I was told to go into the next door room to organise a blood test with the nurse. I walked straight in on another patient who was receiving information on how to treat what should have been a confidential health problem! I was very embarrassed and was made to feel responsible for this error when the nurse snatched my blood test papers from me and told me to go to the blood test room, rushing me out of the room and closing the door in my face. Not knowing where I was going, I had to find a room with 'blood tests' written on the door. Unbelievably the same thing happened again! I walked in on a gentleman having his blood taken. I feel that this is a horrendous breach of privacy, confidentiality and displays a huge lack of respect for both myself and the other patients. Having found a nurse in another room who was doing paperwork and having asked her what to do, I then had to endure another fifteen minute wait for my blood tests. I told the nurse who was doing my blood tests that I suffer terrible from faintness after them and was made to feel guilty for that also! She all but tutted at me, and did not give me the time I needed afterwards to be confident that I would be okay walking back to the carpark. At this point I also asked this nurse where I should go to find the paperwork, which had included my next appointment information, which had been snatched off me earlier. The nurse said that she did not know because she had not been the one to take it. I was appalled! I was booked in for a colonoscopy at the end of January, however I have no chosen to pay money from my own pocket in order to be treated privately. Please take this as opportunity to address; -communication -organisation -bedside manner -confidentiality.

Story from NHS Choices

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Response from Darlington Memorial Hospital

Thank you for providing feedback on your visit to the Gastroenterology department at Darlington Memorial Hospital. 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 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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