"I was satisfied with service except for....."

About: Nuffield Health, Brentwood Hospital

I passed out due to lack of food! I had my operation Saturday afternoon got back to the ward at around 6pm. A couple of hours later I was very hungry as had not eaten since early evening the night before. I was on heavy pain killers plus morphine. Even though I had ordered food none had been left for me. The nurse on duty made me some toast and I had a yoghurt - it really was not enough. I had an uncomfortable night which I expected but I did not expect to feel sick because I was hungry. The next morning the catering staff came round and and asked me what I wanted - I thought thank God! I was sat up in a chair waiting for breakfast and then waiting and waiting.... a nurse came in I said "I really feel lightheaded - where's breakfast I feel a bit sick." She handed me a bowl! She went out and I could feel the blood rushing to my head - I pressed the help button and the next thing I knew there were about 10 people around me. I then could not eat because I had low blood pressure. I paid £6k for my operation and was happy with Nuffield in all aspects but passing out really scared me and when I had time to think about it made me really angry. I wrote to the hospital about this and they basically came back with "well you did not suffer any physical damage" or words to that effect. They also sent me a bunch of flowers which I felt like throwing in the bin. So even though I was happy with the consultant and excellent nursing care I do not think I could be happy in recommending this hospital because of this incident.

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Response from Nuffield Health, Brentwood Hospital

I am sorry to hear about your experience at Nuffield Health Brentwood Hospital. We do take all concerns and complaints seriously and make every effort to try and resolve them to your complete satisfaction. As a hospital we have tried to respond in the best way we can to your letter and apologised sincerely that your pre-ordered evening meal did not come on the evening of your procedure. The nurse did her utmost to help you by providing an alternative supper option. In respect of the next morning I fully understand that having a large number of people arrive in your room after you pressed the call button may have felt alarming, but our response was to ensure your safety and wellbeing were paramount. I am pleased that otherwise you were happy with your consultant and the excellent nursing care received, something we strive to achieve at every contact and is evidenced by our patient satisfaction surveys. We regularly review all feedback to continuously improve patient experience with us and I welcome the opportunity to discuss this matter further, if required. I can be contacted on 01277 695695. Richard Bentley – Hospital Director

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