"Cancelled operation in the 11th hour"

About: University Hospital (Coventry)

Due to have bone growth removed tomorrow the 1st October 2014. After gearing up for the last 3 months with regard getting the kids looked after and sorting out work (I am self employed). Got a call at 4.10pm telling me that my operation is cancelled. I find this totally unacceptable as family have booked time off to look after my children and I have cancelled my work for the next 2 weeks and therefore will not earn a penny as I am self employed. Have been told that because it was not cancelled on the day that they do not have a minimum time frame to get me a new appointment. If it was on the day they would need to get me back in in 27 days. How ridiculous that they can give me a date back in early July and then cancel the day before the operation. I'm sure that any private patients that are being operated on that day by the same consultant have not been cancelled. Have asked for a manager to call back with an explanation and where I go from here but not heard any more as yet. As I will now be off of work for the next two weeks I would like to be still operated on so that I do not have to be in this situation again. Can you please let me know what availability you have for me to go private? Regards SD

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your experience at University Hospital, Coventry in September 2014. We appreciate that it is extremely frustrating when operations are cancelled, especially at short notice. We are very sorry for this, and also that the manager was not available to help you. Unfortunately on occasion there is a need to reschedule or cancel operations. We do understand that this is particularly difficult when people have cancelled work and rearranged personal commitments, and would like to apologise for the inconvenience this must have caused. I hope that you have since been able to contact the Trust to find out more information about the reason for the cancellation and to receive your operation. If you would like to discuss aspects of your care further then please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203. If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: - PALS University Hospital Clifford Bridge Road Coventry CV2 2DX If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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