"EPU East Surrey"

About: East Surrey Hospital / Gynaecology

(as the patient),

I was called in for an appointment following early pregnancy bleeding. I was scanned promptly then went for a blood test. My husband and I then had to wait for nearly 4 hours for the results and to speak to a Doctor. I was made aware of an emergency in the department but the wait was not acceptable.

The next blood test 2 days later took was nearly as long to be told the results and see a Doctor, around 3 hours we were in the department. The sister was lovely and did my bloods with care. I had my headphones on listening to some music but then the Consultant and Dr came in to explain the results of the blood test and that I was miscarrying.

My husband told me after that he heard the staff outside saying my pregnancy was a fail. Not very subtle about saying that especially as we were the other side of the wall. We found it quite confusing with what the doctors were saying but managed to get our heads around it. I had to then go for an examination and got upset, again, I found the staff's personal/social skills somewhat cold. The nurse as well had never done a chaperone before and whilst I was being examined, the Dr had to wait for the nurse to get the right swab and this was most uncomfortable.

Thankfully on the Tuesday, the dept was better staffed for when I had to go back for another blood test. However, I went down to the blood test department this time and went home soon after, with a nurse calling me later with the results. I was informed that evening that there was some problem with the blood test (wrong tube or something) so I was asked to come back in to have the bloods retaken.

After already spending a lot in taxi fares to get to the hospital over the last few days, we did not feel it acceptable to go to the hospital due to their inability to do a simple blood test. The blood test dept was not even busy. I will have to phone my local surgery in the hope that they can do the test, saving me the stress of having to get to the hospital again whilst suffering a miscarriage, and hope that the blood test gets to the correct department.

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Response from Michael Rayment, Service & Quality Director, Frontier Pathology NHS Partnership, Pathology, Surrey and Sussex Healthcare NHS Trust

Dear Nickname1,

I am very sorry to read about your miscarriage. What a very sad and stressful time for you. As the Pathology Services & Quality Manager I am responsible for all laboratory services in the Trust and would like to find out what exactly went wrong with your blood tests. I need some further information to understand what happened and if you could email me your contact details to michael.rayment@sash.nhs.uk I can look into it for you and report back. Alternatively, you can phone me on 01737 231894.

I look forward to hearing from you

Mike Rayment

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Update posted by Nickname1 (the patient)

There were other points regarding the communication in the EPU department, two of which I forgot to put on the original posting.

One about the medical team on Sunday asking my medical history at what was already an upsetting time, when they should have had my medical notes to hand.

Another point is, after being told the news and being examined on Sunday, we were asked to come back in Tuesday for another blood test, the Drs disappeared and there were no EPU nurses around, so we booked an appointment for the Tuesday blood test for 9am with a nurse on the other desk.

I then got home and realised that bloods may be needed 48 hours after (my tests before had been at 2pm) so I phoned the EPU on Monday morning to make sure, and I was right, I had to change the appointment to 1-2pm. If the Drs had not just left the ward and/or nurses were around, this would probably not have happened. Communication seemed to be an issue.

Response from Lynda Filby, Matron, Surrey and Sussex Healthcare NHS Trust

Dear Nickname1,

Like my colleague I am very sorry to hear about your sad loss. As Matron responsible for over seeing the EPU I am also very sorry to hear that your experience was far from ideal.

I too would be very keen to look into your concerns. My contact details are lynda.filby@sash.nhs.uk 01737 768511 Bleep number 676.

Kind regards

Lynda Filby Matron for Surgery

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Response from Michael Rayment, Service & Quality Director, Frontier Pathology NHS Partnership, Pathology, Surrey and Sussex Healthcare NHS Trust

Dear Nickname1,

Thank you for contacting me yesterday directly via email regarding the blood test that was not carried out. I have written back to your personal email with an full explanation. In summary, I found out that the correct sample was not collected, which was an error on the part of the Phlebotomist. I am very sorry for this mistake at such a difficult time for you.

I can confirm that the repeat blood sample was received and analysed and the results will be with your GP.

Once again please accept my sincere apologies for this error. I will speak to the Phlebotomist to make her aware so that this does not happen again.

Best wishes,

Mike Rayment

Pathology Services & Quality Manager

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