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"Pros and cons"

About: Royal Bournemouth Hospital

Cystoscopy with general anaesthetic excellent all round. However at pre-admission, as I live some distance away, it was suggested that I could be early on the list for surgery, only a short procedure with not too much anaesthetic, therefore my friend could wait in the hospital rather than go home and come back. Arrived 12 noon, immediately taken through but my friend not permitted. First on list at 2pm, in recovery 3pm back on ward 3.45pm when I was told I would be monitored for the next 2hrs. This was not mentioned at any time previously or that my friend could not wait with me for the first 2hr. My friend waited over 4hrs unnecessarily but with the car park to pay for. She then went home, returning again at 8.30pm with an overnight bag, as I might have had to stay in.Bringing a bag just in case was never suggested either. Had Pre-admission not said that the whole experience would be short enough to wait in the hospital, my friend need not have wasted much of her day. This spoilt an otherwise good experience and I feel the Pre- admission policy should be reviewed for the sake of other patients.

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Responses

Response from Patient Engagement Liaison, University Hospitals Dorset NHS Foundation Trust 3 months ago
University Hospitals Dorset NHS Foundation Trust
Submitted on 22/01/2024 at 09:25
Published on Care Opinion at 09:25


Dear Jose

Thank you for sharing your experience with us.

While it is lovely to receive positive feedback from patients about things we do well, and we are pleased to hear your cystoscopy went well, it is also important to hear about the times when things don’t go quite as expected.

We are sorry to hear that our communication was not as clear as it could have been leading to your friend spending unnecessary time and money hanging around waiting and you spending longer in the hospital than you had previously expected.

We will pass on your feedback to the pre-admission team to review the information they provide, whether this is in written or verbal format.

We are sorry that an otherwise positive procedure was tarnished by a lack of clear information.

Regards

Patient Experience Team

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