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Very distressing

Story from nhs.uk

"Very distressing"

About: Bmi - The Somerfield Hospital

I was booked in to have an elective procedure with a gynaecologist.

I received a letter telling me my surgery was booked for 5pm on 30th October.

2 weeks later I receive a letter telling me my appointment has been moved to 5pm 25th October.

Then on 23rd October I get a call telling me that they don't do surgery at 5pm so they are going to have to cancel it.

They said they would call me the next day to rebook.

I got a call the next morning and was booked in for Monday 29th at 6.15am.

I then get another call an hour later telling me the doctor can't actually do that appointment and rebooking me for the week after! 4 changes, 3 of which were within 24 hours!

Every single time, I have had to change work, shuffle meetings and book childcare.

This is my first ever operation and I am scared and this is really not helping.

After speaking to the clinical director, I get told that some of what I have been told is wrong and that it was down to staff issues!

I am just flabbergasted at the treatment I have received and utterly distressed.

I really thought that a hospital like The Somerfield would be better organised.

I don't know what to believe any more and have lost all faith and confidence in this hospital!

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Responses

Response from Bmi - The Somerfield Hospital 5 years ago
Bmi - The Somerfield Hospital

Submitted on 25/10/2018 at 09:42
Published on nhs.uk at 11:06

Please accept our sincere apologies for this miscommunication. The elective surgery was postponed from the 25th October 2018 due to an inappropriate theatre start time of 6pm. This is not best practice for day case procedures and for patient safety. Following discussion with the Multidisciplinary team (MDT), on the 23rd October 2018, it was agreed that to follow best practice, this operating list would be postponed to a more appropriate and safe time.

On the 24th October 2018, it was agreed with the MDT that the planned surgeries would be rescheduled to the 29th October at 7am.

After informing our patients on the 24th October that this list was being rescheduled to the 29th October, due to unforeseen Consultant commitments, the list had to be further rescheduled to the 5th November 2018 at 7am.

The patients were later informed of this reschedule one hour later.

We fully understand and apologise for the disruption this has caused.

Patient safety is the priority for elective surgery and we would not wish to put any patient at risk.

We apologise for the inconvenience. The Director of Clinical Services also apologies for the misunderstanding in the reason for the postponement as this was ultimately for patient safety reasons. Processes have been reviewed to ensure theatre list start times are appropriate and safe for all patients.

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