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"Endoscopy Department - Disappointing Communication"

About: Addenbrooke's Hospital

Having escorted my Wife for her routine post bowel cancer endoscopy and being informed that I cannot wait in the waiting room (Totally understand) I left my mobile number with reception awaiting a call when the procedure was complete. Three hours past without a call, so I returned to the clinic to find that my Wife's procedure had been completed an hour earlier. I was told that my phone went straight to voice mail on asking why I hadn't been called. This seemed to be a common issue today (14th May) as another person was also querying why she hadn't been called to meet her Sister.

There must be an issue with phone signal within this department as I never left the building for the whole three hours waiting. To add to my Wife's distress she was not permitted to leave the department without me being present when she was clearly coherent.

On a positive note my Wife remarked that the nurses and doctor carrying out her procedure were very professional, caring, understanding and excellent at what they do. This break down in communication upset and distressed my Wife and angered myself when I should be thankful (And I am) for all the help and support you've given us over the last 11 years.

There most be another way to contact the responsible person using the free NHS WiFi or a pager as I did not receive a call or voice message on my phone.

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Responses

Response from Addenbrooke's Hospital 12 months ago
Addenbrooke's Hospital
Submitted on 30/05/2024 at 13:04
Published on nhs.uk at 13:05


Dear Neil McCombie

Thank you for taking the time to share your experience in the Endoscopy department. I am sorry to read about the communication breakdown that you experienced with the reception following your wife's procedure.

I will share your feedback with the Endoscopy team so that they can look into this. If you would like a formal response from our Patient Advice and Liaison Service please telephone on 01223 216756 or email cuh.pals@nhs.net .

Thank you again for alerting us to this issue.

Patient Experience Department

cuh.pals@nhs.net

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