"Surgery cancelled in March, ignored completely since"

About: Nottingham University NHS Trust - Queen's Medical Centre Campus / General surgery

(as a service user),

My surgery I have needed since last year was cancelled just before lockdown, 2 days before I was meant to have it. I was devastated. No matter what I said it made no difference. I have been suffering for a long time, and have had a lot of pain and frequent infections. I have been ignored on Twitter, by the official NUH page, blocked by NUH staff for simply telling my story.

Every time I ring PALS or Surgery Complaints and leave a message nobody calls me back. I made a formal complaint to the Chief Executive a few weeks ago, 1 for cancelling the surgery and 2 completely shunning me. They make it so clear they think my needs don't matter, whilst they are quite happy to fuss over their favourite patients and show off on Twitter. They are an absolute disgrace.

I had a serious trauma there a few years ago and this experience has reinforced all my beliefs from what happened then, something I've had counselling to try and overcome. I feel like I will never get my surgery. Meanwhile, they are boasting that 1800 operations (urgent and cancer) have been carried out in lockdown. they don't consider how people like me feel reading that, still waiting and waiting and waiting.

This is the only way to reach them, as they ignore me when I communicate with them directly. Nobody wants to talk to me about anything. There are no words to put across on here the damage that has been done to me.

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Responses

Response from Nottingham University Hospitals NHS Trust last month
Nottingham University Hospitals NHS Trust
Submitted on 15/07/2020 at 15:19
Published on Care Opinion at 15:19


Thank you for getting in touch. Further to our previous communications, we would ask you to please contact our Patient Advice and Liaison Service on 0800 183 0204 or email PALS@nuh.nhs.uk about your experiences. We will then be able to look into this further and take steps to try to resolve your concerns.

Kind Regards

Anthony Harbottle
Patient Experience Officer

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