"An unsettling start but the subsequent..."

What I liked

The staff were friendly, and I was most pleased with the theatre attendant that took me from admissions to the theatre. The friendliness and reassuring nature of the theatre staff was extremely good. I praise the surgeon and anaethetist who who treated me with dignity and offered a very reassuring presence. I cannot commend the staff on ward 409 enough - they continued to provide a professional and friendly caring service. It makes such a difference to have a 'human' approach to patient care.

What could be improved

The pre-admission process is very disappointing. My letter stating the admission process was clear in that I was to attend the ward at 7 a.m. but to to phone the ward at 6 am to ascertain bed availability. I did so at 6 am and was told that someone would phone me back. at 6.30 another phone call was made and was told that the decision would be made when the ward sister arrived. I phoned again to be told that as a bed meeting is not held until 9 am a decision would not be made until then. In any event I was phoned at 8.40 to state that a bed was available and that i should set off to admissions.

How can such a process be clearly stated in a letter to the patient when it does not reflect reality? . I have to say it serves to add anxiety to an already unsettling time. It is important that the admission process is not confusing and that it reflects reality. It seemed to me that there was an assumption that the patient should know what goes on rather than believe the letter.

A very disappointing start but thankfully this was not reflected in the sebsequent treatment and care.AdmissionsApproachableDignityFriendlinessPatient careReassuringServiceTelephoneNursing staffSurgeons