Durham A&E patients raise concerns about respect, safety and communication in NHS survey

Written by on 2nd December 2024

Patients at Durham’s A&E have raised concerns about communication, safety, and respect, with an NHS survey showing the hospital below national averages in key areas.

The 2024 Urgent and Emergency Care Survey reveals a mixed picture for the hospital, with gaps in communication during waiting times, family involvement, and questions around patient respect and dignity emerging as key issues.

While some aspects of care earned praise, such as post-treatment support, many patients described feeling confused and uninformed during critical moments, particularly upon arrival.

For many patients, the first moments in A&E set the tone for their visit, and not in a positive way. Only 30% said they were told why they had to wait with ambulance crews, leaving the majority feeling left in the dark.

Waiting times, too, were a source of frustration. Some patients said they were kept informed about delays, but others felt forgotten as they sat in crowded waiting areas, unsure when they might be seen.

The survey also highlighted gaps in how the hospital communicated with family members and carers. Just 45% said they had enough opportunities to speak with doctors or nurses, leaving many feeling sidelined.

Patients also flagged concerns about the A&E environment itself. While most patients felt safe, 27% said they didn’t feel safe during their visit, citing the tense and busy atmosphere of the department.

A spokesperson for County Durham and Darlington NHS Foundation Trust said: “We are committed to continually improving patient care and experience across all our services. The results of the 2024 Urgent and Emergency Care (UEC) survey for our Urgent Treatment Centres provide valuable insights into our performance from the perspective of our patients.

“We are pleased that the report shows, in comparison to other trusts, the Trust performance was consistent across key areas, with many results aligning with national averages.

“Over 90% of respondents answered positively when asked if they were treated with respect and dignity and 87% of patients felt they had been involved in decisions about their care. Patients appreciated the explanations given about their conditions and the trust they placed in healthcare professionals. A high percentage of respondents felt safe while receiving care.

“While we are encouraged by this feedback, we know there is more to do and we will use the survey findings along with other patient feedback to highlight areas where we can improve to further enhance the standard of care and patient experience.”

Of the 90% who said they were treated with respect and dignity, 21% said they only felt so “some of the time. As well as that, patients felt that thye had been in involved in decisions only “to some extent”. Both figures were still considered below the national average.

Despite these challenges, the hospital received praise for post-treatment support. Patients appreciated clear advice about managing their conditions at home, with 75% saying they felt fully informed upon discharge.

Similarly, 79% of patients said staff discussed further health or social care needs, ensuring they were prepared for recovery.

These areas of care show that when systems are in place, staff deliver thoughtful and thorough support, even in the face of increasing pressures.

These strengths are undermined, however, by weaknesses in initial communication and safety perceptions. For patients arriving in distress, understanding why they’re waiting or feeling included in discussions could make a significant difference.

As one of County Durham’s busiest hospitals, serving thousands of people every year, the University Hospital of North Durham faces the challenge of balancing its strengths with a focus on building trust and reassurance during every step of care.


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