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Today I took my wife to this hospital ...

Story from nhs.uk

"Today I took my wife to this hospital ..."

About: Pilgrim Hospital

What I liked

Today I took my wife to this hospital for a small operation. The logistics of doing this was far reaching and took a lot of organising, involving several people including some other family members. She was there well on time, in fact very early. There were 6 patients on the waiting list for ops, she was number 4 on the list. All the other 5 were dealt with, before my wife was even asked to get changed. But she had received a visit on the ward from the anethatist and the surgeon. Then she was told the list had taken too long and she would not have her op today! After being there for over 4 hours! Sorry to all the people who helped us today, by giving me a day off work, by helping us look after our children, by being supportive and helpful. Maybe the surgeon who decided he hadn't got time to do his job should be the one apologising or even paying for our petrol, loss of earnings, let alone the stress of worrying ... etc.

What could be improved

The operation should NOT have been cancelled once my wife was there!

Anything else?

Disgusting practice, bad management, where is your commitment to your patients? Look at the NHS best practice

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Responses

Response from Jennie Negus, Head of Patient Experience, United Lincolnshire Hospitals NHS Trust 11 years ago
Jennie Negus
Head of Patient Experience,
United Lincolnshire Hospitals NHS Trust

Submitted on 11/09/2012 at 21:57
Published on Care Opinion on 12/09/2012 at 09:16

picture of Jennie Negus

I am so sorry that I am replying to your posting over 2 years late - having just recently agreed our systems to read and respond to Patient Opinion stories we decided it was important to look back over older postings to make sure we still listen and learn.

I can understand your anger - and no doubt your wife's worry - even a small operation brings anxieties. I can appreciate your friends and family that took time and effort to help you both and are equally angry - there is no doubt that we let you down.

I cannot after all this time look back at the detail for the cancellation but I would still like to apologise.

You are right to point our NHS best practice and we do have very clear standards about cancellation of operations now that are in line with such practice. At all our hospitals no operation can be cancelled without authorisation of a a very senior manager who will have looked into alternatives and reasons - there will be some valid reasons such as an case with complications or a surgeon unwell - but these should be exceptions and indeed we are required to report against any cancellations.

I am acutely aware that none of this is help to you after such a long time but I hope I can give some assurance that firstly such instances are now minimised and secondly that we still value your comments and experience.

Thank you for taking the time to tell us about your experience and once again accept my apologies.

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