"no reflection on doctors & nurses but..."

About: Lister Hospital

When I initially attended my pre op appointment while waiting to be seen I received a telephone appointment call not a good start considering I was in their waiting room! I was booked in for a day procedure for which I received no confirmation of time or place and had to call them myself the day before. On arriving at the time and department there were no staff there, after waiting over half an hour a nurse informed me I had been told to attend the incorrect department and they didn't have my notes and I needed to go to another department that did have them. When I arrived at the other place (with 2 other patients) they didn't know that we were booked in for that day but thankfully a surgeon was available to carry out the procedure. I was called into a waiting area where I sat for another 30 minutes only to be told that they couldn't find my notes! After about another 30 minutes they found them at the original department I'd been waiting at. A complete shambles that added stress to what was already a stressful time. When I spoke to the surgeon she informed me that she had been told that we would be at the day surgery centre so had no idea where we actually were! Once I was booked in I was taken back to the day surgery centre for my procedure which thankfully went very well and quickly thanks to the staff that were looking after me, in fact the nurses, sister, surgeon and anaesthetist were brilliant and I have no complaints about them at all quite the opposite they were fantastic and really looked after me.

Story from NHS Choices


Response from Lister Hospital

We're sorry that your experience of the organisation for your procedure was not as it should have been. Would you be willing to contact us at generalenquiries.enh-tr@nhs.net so we can follow this - and at the very least offer you our apologies directly? We hope you give us that chance.

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