"Poor communication over cancenelled operations"

About: East Surrey Hospital / Trauma and orthopaedics

(as a carer),

My husband was due to have reconstructive knee operation at Redhill Hospital in a couple of weeks. The waiting time from assessment to treatment was reasonable, I thought.

However, just before Christmas, they wrote to my husband to cancel the op and gave a new date a couple of weeks after the original date. However, no explanation was offered. No courtesy call to apologise or provide a rationale for the cancellation.

On New Years Eve the department wrote to my husband again. A second cancellation. This time, no alternative date was offered. The letter stated someone from the department will be in touch. Again, no rationale provided for the cancellation.

I am a clinician myself and work in a busy outpatients clinic in a primary care service. The department I work in bend over backwards to rectify any mistakes on our part that delay treatment. We always contact patients by phone where possible so they have direct contact with a named person.

I am appalled by the level of service by Redhill Hospital. As I will be caring for my husband following the operation I have had to amend my annual leave plans twice. This has had an impact with the patients I work with in the NHS service.

I will be making a formal complaint via the PALS service. As yet, no contact from Redhill Hospital. Absolutely unacceptable.

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Response from Maxine May, Communications Officer, Surrey and Sussex Healthcare NHS Trust

Dear Tina22

Thank you for taking the time to leave your feedback.

We are very sorry that you are feeling dissatisfied with the care that you have received and lodging a complaint with PALS will initiate a full investigation into this matter.

We have forwarded a copy of your comments to our Chief of Surgery Barbera Bray, but if in the meantime you wish to get in touch with me to discuss this matter further, then please do so on (01737) 768511 x2633 or email: maxine.may@sash.nhs.uk

Kind regards

Maxine May

Communications Officer

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