"Accident and Emergency Triage"

About: University Hospital Of North Durham

Due to a prolapse I was taken to UHND Accident & Emergency on a trolley (as was unable to sit) but was then walked in to reception by ambulance crew who booked me in. When receptionist was told I was unable to sit they responded that I would have to stand. After about 30mins this caused incontinence for which I was taken to the shower room - note; it seems to have no vents and thus the window was open. Here I was badgered by a foreign nurse/registrar who could only speak broken English. My trousers needed destroying, but they didn't seem able to comprehend and initially kept trying to take my coat before escorting me back to the A&E reception where I was positioned by them next to the main entrance. They then headed off before returning and saying 'No, you sit' at pointed at a chair, at which point I shouted at them about being repeatedly told I could not sit and they then disappeared. Soon after, I was dealt with by the 'on the ward' nursing staff (one of which who had gone to find the sister to complain about the situation after discovering I was in the shower room but have not been through triage yet). 'On the ward' staff and those manning the food/tea trolley were excellent but if I had a choice, I would have gone to the RVI's A&E unit.

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Response from University Hospital Of North Durham

Thank you for providing feedback on your recent visit to A&E at the University Hospital of North Durham. I am very sorry to hear that you were unhappy with your experience on this occasion and we will make sure your feedback is passed to the Matron to discuss your feedback and comments with the staff in the department. 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 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