"Unsatisfactory experience and felt like no one..."

About: Shotley Bridge Hospital Site

What could be improved

I was sent to the hospital for a family planning 'drop in' session after ringing the NHS switchboard (i rang twice and was told the same thing on two separate occasions). I decided to go in the morning to make sure i didn't need an appointment for the evening. I started at the doctors surgery who told me they didn't do drop in and i needed to go over to the hospital, the woman at the desk failed to tell me that i could have made an appointment with the doctors for the same service. I went to the main hospital reception and was told they don't do the drop in sessions and when i asked where did them the receptionist replied 'i dunno', when i asked where i needed to go she said 'i dunno' and then i asked for a contact number and again received the answer 'i dunno'. Another receptionist told me to try the next entrance to the hospital. I went there, and it seemed i was in the right place as it was antenatal, i asked about the drop in session and the woman told me a separate set of nurses came in to run it and that if i came as a drop in patient it would take me a while to be seen or i could ring at 5 to make an appointment. I rang at 5 and couldnt get through so headed down to the hospital to wait. I was then told that it was not a drop in session, i needed an appointment and that they had none (fair enough), i asked if the receptionist knew of any other drop in session and she gave me an address of another hospital to go to 3 days later. The last woman was the most helpful, however, i feel that the service was less than satisfactory and that no one cared enough to help me. The general attitude was appalling and i shall just have to continue travelling to durham hospital as i feel it is of a much better standard, its just a shame i couldn't use the hospital on my door step.

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Response from Shotley Bridge Hospital Site

Dear Anonymous,

Thank you for providing feedback on your recent visit to Shotley Bridge Community Hospital in July 2012.

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 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

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