"Recent admission for a minor op"

About: Guy's Hospital

I found the experince generally excellent in terms of the care of the clinical staff; the pathway was quick, efficient and staff generally polite. However, communication around appointments was extemely poor-very little notice had been given for any of the three appointments that I had, including the actual admission. On occasions there have been telephone calls, then also texts, but on one occasion the letter for the appointment did not arrive unitl the evening before. My email to say that I could not attend went unanswered and then I was very quickey sent a letter discharging me. it is such as shame that the feeling I was left with was confusion and poor communication when the clinical care was excellent

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Response from Guy's Hospital

I am pleased to learn that you experienced high quality clinical care at your recent admission, that the processes ran smoothly and that our staff treated you with the politeness and efficiency we would expect. I am sorry that you have been let down by inconsistencies in communication about your appointments and by a lack of notice. Your experiences of the appointments system have been shared with the managers of the Orthopaedics Service, who will assess the situation and aim to understand what went wrong. It is likely that the Orthopaedics Service would be able to gain a better understanding of what occurred if they had more detailed information. If you would like to provide them with more detail, please contact PALS on telephone 020 7188 8801, 020 7188 8803 or email pals@gstt.nhs.uk. I hope you will also contact PALS if you have been discharged from the service incorrectly and have not been able to resolve this with the Orthopaedics department. PALS would be happy to liaise on your behalf and support you to resolve this situation.

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