"No one answered the phone"

About: Kingston Hospital / Ophthalmology South East Coast Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a friend),

My friend had a cataract operation and I’m not sure that he was treated very well. After the operation his eye was bleeding for quite a long time while he was still at the hospital. He is on Warfarin and I think they should have stopped the warfarin for a few days before his operation or done something to prevent the bleeding.

When he came home the bleeding had stopped but started again. He’d been given a number to call if there were any problems but despite calling several different times no one answered the phone. What was the point of giving a phone number if there’s not going to be anyone there to answer it?

In the end he called for an ambulance. I think he phoned at around 9. 00pm but the ambulance did not come until 2. 00 in the morning. When I went round to see if he was OK in the morning of the following day he was not there so I became very worried. It was afterwards that I found out that the ambulance had come at such a late hour.

He was also told that if he needed to get back for further treatment he should go to the St George’s hospital but the ambulance driver took him to Kingston and then had to go to St George’s.

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Louise Hutchinson, Patient Experience Lead, South East Coast Ambulance Service NHS Foundation Trust

Dear Nile617

I am so sorry to hear of your friend's predicament and about how worried you were, and we would very much like the opportunity to look into your concern about the delay in an ambulance arriving. If you are able to, please do contact our complaints team, via complaints@secamb.nhs.uk or by telephone to 01273 484832, and one of my colleagues will be very happy to help.

Thank you very much for raising this issue and we look forward to hearing from you soon. In the meantime, please pass on my very best wishes for your friend's recovery.

Kind regards, Louise Hutchinson

  • {{helpful}} of {{total()}} people think this response is helpful

Response from Kingston Hospital

Sorry to hear about your friends experience at the hospital, if they would like to make a formal complaint please contact our PALS department pals@kingstonhospital.nhs.uk

  • {{helpful}} of {{total()}} people think this response is helpful