"Pre op appointment 19 july 2013"

About: The Royal National Orthopaedic Hospital (Stanmore)

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A week following my pre-op, I had a call from a member of staff telling me that my operation is cancelled, due my thyroid markers being very high. I was very upset that she cancelled the operation and not postponed. I am a care giver for my disabled husband and lot of effort goes in for me to step out of my carer responsibilities. The member of staff was very rude, unhelpful, and would not listen or allow me to talk. I was upset because of the daunting prospect of being put back on a waiting list which is 9 months long. Called on the 29 July and left a message called again on the 5 Aug and on 16 Aug and finally got through. I informed that my GP didn’t receive the letter; she told me that my GP was lying. She was very angry with me for not accepting that my GP was to blame. I called at 4.50pm, she told me that the staff who get the patients records have gone home and she will contact me the following week. Waited for three days and I called on Thursday 22 August at 9.23am found out that, it takes 24 hours to get patients records. I called again on the same day and got through to the same member of staff, was told that request has been sent I expressed my concern that it was over 3 days waiting for my file. She said she will look into it and get back. She called me mid-day, the same day and she got confused with another patient and the letter to my GP was sent, was angry with me for contacting the Social worker and the Secretary, wanted to know how I was able to follow up with my GP without her letter, so we are lying, and it was my fault for cancelling the Feb apt. When I told her that she was on the loud speaker, my friend was listening, she put the phone down. I called back, she claimed I put the phone down, My friend asked if we can collect the letter, agreed provided we were there on the dot at 5pm to collect, So, requested to post a copy to me and my GP. I spoke to the social worker to keep her informed. I feel this nurse didn't update my GP details correctly on the system. The letter had been sent to my previous GP. What saddens me most is that, knowing my vulnerable situation, she tried to bully me to cover up for her mistake. If my friend was not with me, it would have been her word against mine. I really find it difficult to understand why she is behaving in such a manner, as I only met her once, I have encountered a handful of RNOH staff with such bad attitude including staff at PALS. Hence, I decided to share my experience on this forum. Majority, of the staff at RNOH are excellent. Without the support, of these excellent individuals, my family will not have coped with my husband’s spinal injury. I sincerely hope that the hospital management seriously reviews such behaviour and support these members via training to eliminate such behaviour. The hospital should have "mystery" patients to identify staff abusing their position of authority. We have not yet received the report as at 23 aug 2013.

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Response from The Royal National Orthopaedic Hospital (Stanmore)

Thank you for your feedback about your experience at the RNOH. As a Trust, we greatly value any comments we receive and endeavour to use these to improve our services. We have a Complaints and PALS service within the Trust. Please consider contacting them on 020 8909 5717/5439 or via email complaintsandpals@rnoh.nhs.uk so that you may discuss your experience and options further.

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