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Disgusted.

Story from nhs.uk

"Disgusted."

About: Queen Victoria Hospital (East Grinstead)

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My father had an appointment at Plastic Surgery Clinic today. He is 92 years old, he was told transport was laid on for collection as he was first on list, so he would be picked up at 7.30am an returning 12.30. When time came an went my mother called to find no car was arranged an hospital had cancelled his op. He waited until11.30 am to find this out. After someone said they had not confirmed that they would be there! So who was on this dept yesterday that my mother spoke to at 9.15 am confirming all details? He is on Dialysis three times a week already an is used to how transport works. I THINK THIS IS DIiSGUSTING. Await you reply with pleasure. A very annoyed daughter.

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Responses

Response from Queen Victoria Hospital (East Grinstead) 10 years ago
Queen Victoria Hospital (East Grinstead)

Submitted on 08/11/2013 at 09:24
Published on nhs.uk on 09/11/2013 at 03:00

Dear Mrs Bird Thank you for your post and for bringing to our attention your comments about the quality of the service your father recently received from the Queen Victoria Hospital. The management team and the Matron for Theatre Services were extremely disappointed to learn of the matter that you have described. Your fathers transport was appropriately booked by a member of the transport team, however regrettably there was then an administrative error on the theatre scheduling. We fully agree that this is totally unacceptable and we wish to assure you that we will be reviewing our theatre scheduling administrative processes to ensure that a similar occurrence does not happen again. In addition it has been highlighted to the relevant member of staff the extreme importance of accurate data entry. The member of the theatre administration team would like to express their personal apologies to your father for any upset this error may have caused. We would like the opportunity to discuss your experiences more fully and to apologise in person. I would appreciate it if you would be willing to contact Matron Jo Davis on 01342 414262. Nicolle Tadman - Patient Experience Manager

Response from Nicolle Ferguson, Patient Experience Manager, Queen Victoria Hospital NHS Foundation Trust 10 years ago
We are preparing to make a change
Nicolle Ferguson
Patient Experience Manager,
Queen Victoria Hospital NHS Foundation Trust

Submitted on 08/11/2013 at 09:25
Published on Care Opinion at 12:29

picture of Nicolle Ferguson

Dear Mrs Bird

Thank you for your post and for bringing to our attention your comments about the quality of the service your father recently received from the Queen Victoria Hospital.

The management team and the Matron for Theatre Services were extremely disappointed to learn of the matter that you have described. Your fathers transport was appropriately booked by a member of the transport team, however regrettably there was then an administrative error on the theatre scheduling. We fully agree that this is totally unacceptable and we wish to assure you that we will be reviewing our theatre scheduling administrative processes to ensure that a similar occurrence does not happen again.

In addition it has been highlighted to the relevant member of staff the extreme importance of accurate data entry. The member of the theatre administration team would like to express their personal apologies to your father for any upset this error may have caused.

We would like the opportunity to discuss your experiences more fully and to apologise in person. I would appreciate it if you would be willing to contact Matron Jo Davis on 01342 414262.

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