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Daycase ENT unit

Posted By Saryq74

"Daycase ENT unit"

About: Bradford Royal Infirmary / Ear, Nose and Throat

(as the patient),

Terrible experience. I informed the staff I had mental health issues and anxiety yet I was put under general anesthetic in the operating room and not the recovery room like everyone else making my anxiety worse. The staff were also unfriendly and unwelcoming on the daycase ward and pulled faces every time I needed something as basic as tissues. We were provided a paper bowl to provide a water sample in and no plastic container when asked I was told - that’s the best you’re going to get by the nurses. The bed had hardly any sheets on it or blankets and the ward was freezing. No packing was provided after the surgery or any aftercare supplies

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Responses

Response from Catherine Healy, Patient Experience Coordinator, Bradford Teaching Hospitals NHS Foundation Trust last month
Catherine Healy
Patient Experience Coordinator,
Bradford Teaching Hospitals NHS Foundation Trust

Submitted on 01/09/2025 at 14:26
Published on Care Opinion at 14:26

Hi, My name is Catherine and part of my role is responding to posts on Care Opinion.

Thank you for taking the time to post your feedback, I am very sorry to hear of your experience whilst admitted for surgery in the ENT Day Case Unit.

I am sorry that you felt your anxiety and mental health was affected by having your anaesthetic administered in the operating room rather than the recovery room.

It is really disappointing to hear that you found the day case ward staff unfriendly and unwelcoming and the ward uncomfortable, and you felt that you were not provided with any aftercare supplies.

This is not the experience we aim for and I am really sorry for the additional anxiety you experienced.

I have shared your feedback with the ENT Day Case Team for reflection and learning.

If you have not done so already, please contact our Patient Experience Service (PALs) if you would like us to investigate your experience on 01274 364810 or by emailing patient.experience@bthft.nhs.uk.

As a Trust we strive to provide a high level of care and patient well being and value all feedback, positive or negative, as a way to drive improvements to our services.

Kind regards

Catherine Healy

Patient Involvement and Experience Coordinator

Bradford Teaching Hospital's NHS Foundation Trust

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Update posted by Saryq74 (the patient)

Hi Catherine

I contacted patient experience several times and replied however they failed to respond to my emails after my experience was submitted to patient experience so sadly it wasn’t much help. I contacted them a few times but they did not respond.

Thanks

Response from Catherine Healy, Patient Experience Coordinator, Bradford Teaching Hospitals NHS Foundation Trust last month
Catherine Healy
Patient Experience Coordinator,
Bradford Teaching Hospitals NHS Foundation Trust

Submitted on 09/09/2025 at 13:52
Published on Care Opinion at 13:52

Hi

I'm really sorry that we have not responded to you after you had raised concerns.

I have escalated this to a Senior Manager and she is liaising with the Complaints Team to contact you as soon as possible to ensure we listen to the points you have raised and ensure that your feedback is heard by all the team.

Thank you for raising this with us and apologies again for not responding to your feedback.

Kind regards

Catherine Healy

Patient Involvement and Experience Coordinator

Bradford Teaching Hospital's NHS Foundation Trust

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Update posted by Saryq74 (the patient)

Thank you I will await a response

Update posted by Saryq74 (the patient)

Unfortunately I wasn’t contacted as stated above by the hospital despite the above message. An overall unsatisfactory experience. To me this sadly shows patient experience isn’t a priority

Response from Catherine Healy, Patient Experience Coordinator, Bradford Teaching Hospitals NHS Foundation Trust last month
Catherine Healy
Patient Experience Coordinator,
Bradford Teaching Hospitals NHS Foundation Trust

Submitted on 17/09/2025 at 11:42
Published on Care Opinion at 11:42

I am sorry you were not contacted, the Senior Patient Experience Officer apologises for the delay and I understand has emailed you this morning. She will be happy to call you once you reply to the email.

Apologies again for the delayed response.

Kind regards

Patient Involvement & Experience Coordinator

Bradford Teaching Hospital's NHS Foundation Trust

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Update posted by Saryq74 (the patient)

Hi Catherine

I have responded immediately to the email received this morning after my reply to this post. I’m yet to receive a call or a response to the email from the senior patient experience member of staff. I will update if necessary on here many thanks

Response from Catherine Healy, Patient Experience Coordinator, Bradford Teaching Hospitals NHS Foundation Trust last month
Catherine Healy
Patient Experience Coordinator,
Bradford Teaching Hospitals NHS Foundation Trust

Submitted on 17/09/2025 at 14:51
Published on Care Opinion at 14:51

Hi

I understand from my colleague that she has spoken with you now, apologies again for the delay in responding.

Kind regards

Catherine

Patient Involvement & Experience Coordinator

Bradford Teaching Hospital's NHS Foundation Trust

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Update posted by Saryq74 (the patient)

Hi Catherine

yes I’ve been told my complaint will be passed on to a manager who will be in touch regarding the concerns mentioned in my initial email. I will look out for them to contact.

Response from Catherine Healy, Patient Experience Coordinator, Bradford Teaching Hospitals NHS Foundation Trust 3 weeks ago
Catherine Healy
Patient Experience Coordinator,
Bradford Teaching Hospitals NHS Foundation Trust

Submitted on 22/09/2025 at 14:16
Published on Care Opinion at 14:16

Hi

I'm pleased you have now been contacted and apologies again for the delays.

Kind regards

Patient Involvement & Experience Coordinator

Bradford Teaching Hospital's NHS Foundation Trust

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Update posted by Saryq74 (the patient)

I was seen recently at the hospital to check for any issues for swelling and infection. I will be monitored for the next few months post surgery.

I would also like to point out I was told that the surgery was done by a trainee surgeon. I was actually told prior to the surgery and on text it would be an experienced surgeon with over twenty years of experience. This wasn’t the case. They also caused a nick during surgery which is still quite sore.

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