"My lost notes"

About: University Hospital Of North Durham

Anything else?

I attended the OPD at 13:40 for a 13:50 appointment in the consultant's clinic. At about 15:20 I happened to hear a member of staff mention my name. when I followed up on this and to find out why my appointment was running so for behind I was told that the Hospital was aiming for minimum paper and so all out patients' notesare stored off-site and transported back to the hospital on the day they are required. My nites were not so treated. I had to offer to have my clinic review done privately and then send the account to the hospital for settlement before, miraculously, my notes arrived!

I was expecting to pay £2.50 for up to 2 hours parking. The gross inefficiency of the system caused me to stay parked into the third hour thereby costing me an extra 50pence. The money is immaterial, it's the non-communication or poor communication that really bothers me. Someone had written on the clinic information board that there was a waiting time of 75 minutes - that was a joke! Incidentally, no-one on reception thought to inform patients about the delays when they checked in.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from University Hospital Of North Durham

Thank you for providing feedback on your recent appointment in the Orthopaedic Clinic at Univeristy Hospital North Durham.

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


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