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"Cancelled operation"

About: Forth Valley Royal Hospital / General surgery Forth Valley Royal Hospital / Orthopaedics

(as the patient),

Went in Forth Valley hospital for an operation on a painful heel bone spur in mid June, has been ongoing for 5 years and finally got date for operation. Arrived at the ward around 11 am for 11. 30 admission, was taken into the ward at 11. 20 and given surgical stocking to put on within first 30 mins. Sat for about 2 hrs and asked the nurse for an update on when I would be going for the operation. Another 5 patients had come into the ward and had all been taken for surgery, yet I was still waiting.

Another hour and a half passed and still no sign of being taken for op, asked nurses again, and was assured that everything should still be fine for the operation, was getting a bit annoyed by this time, sitting staring at 4 walls and with a mask on for the whole time.

Eventually at around 4. 40 pm the surgeon strolled into the ward and stated that my operation would not be going ahead as they had had complications with another operation, it was just unfortunate and I would have to be lettered again regarding operation date. No thought given to 5 plus hours I had sat without any accurate information about operation, nothing to drink or eat since 6. 30 am that day. On top of this I am self employed and had cancelled all my work for the proceeding 6 weeks.

I feel the attitude of the surgeon was quite frankly a disgrace, and the couldn’t give a damn attitude was clear to see. It is now nearly the end of June and still I have received no confirmation of new date. On Monday  I will be going to enquire about going private.  

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Responses

Response from Michelle Higgins, Service Manager, NHS Forth Valley 2 years ago
Michelle Higgins
Service Manager,
NHS Forth Valley
Submitted on 29/06/2021 at 16:33
Published on Care Opinion on 30/06/2021 at 12:30


Dear Bone Lump

Firstly I would like to apologise for the experience you have had in our hospital. That is not the experience or care that we want any of our patients to receive and I am very disappointed to hear that on this occasion we did not live up to expectations.

I am also very saddened to hear your experience around staff communications and attitude and this is something we take very seriously.

There are a a number of points that you have raised here, including your time waiting for this operation - that I would be keen to understand in more detail in order to learn from your experience and, importantly - improve our services.

I would therefore like to to contact you directly to discuss personally, but require your permission to do so. Please let me know if you are happy to proceed.

Kind Regards

Michelle

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