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"Operation Cancelled"

About: University Hospital Of North Durham / General surgery

Called yesterday to confirm there was a bed available for operation and was told to be in to the Day Surgery Until for 7am. Got there for 6.40 and was prepared to wait. Approx 7.15 nurse came to do pre op checks and I spoke to anesthetist. Both were really nice. After the nurse had finished with me she then said that "there was a bed issue" so after getting myself all worked up the night before due to operation I was even more anxious that the operation may not be going ahead due to a shortness of beds. I returned to the waiting area and the anesthetist came to me approx 6.30 and said that the consultant had left him a voice message stating that he did not think that my operation would go ahead. I was offered a cup of tea n toast after sitting waiting for a definite decision until approx 9.20. The nurse asked me if I had transport to get home where I advised that it was my sister who tool me in for operation before she went to Newcastle to work and that my husband does not drive. The nurse who booked me in said that she would sort something and the next time I saw her she was calling another patient in for booking in. A further nurse came to give me my discharge letter and I asked if the hospital had an account with a taxi company as I was getting agitated and just wanted to go home as soon as I had transport. Needless to say this nurse said that she was going to speak to the Matron. As I waited another 15 minutes I went to the reception desk and advised the receptionist to let the nurse know that I was going and the receptionist could see my distress as my eyes filled with water from nearly crying. I called my husband.at home, and asked him to order me a taxi which arrived and I eventually returned home approximately 10.10. I am annoyed that I was advised that there was a bed when clearly there was not. I was not the only person in the waiting area this happened to today. An operation is a very stressful time and this is being enhanced by the bed situation. The same experience happened last May when I had the same operation. I waited with my husband until 1 pm and then said we weren't waiting any longer for bed, I was taken in a week later where when my bloods coagulated and the operation could not go ahead on the same day I had to stay in for a week so that I did not loose the bed.What a farce.

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Responses

Response from University Hospital Of North Durham 5 years ago
University Hospital Of North Durham
Submitted on 30/10/2018 at 14:40
Published on nhs.uk at 15:06


Thank you for providing feedback on your recent visit.

I am very sorry to hear that you were unhappy with your experience on this occasion and we will make sure your feedback is passed to the relevant manager.

We would welcome the opportunity to discuss your concerns with you and if you would like to contact us with some more detail it would enable the matron or manager to look into your concerns for you.

If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 7835774.

If you would prefer to contact us by e-mail, our address is cdda-tr.patientexperiencecddft@nhs.net

If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website.

The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients.

Thank you for leaving your comments on NHS Choices.

Patient Experience Team

County Durham and Darlington NHS Foundation Trust

Tel: 0800 7835774

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