"Poor communication, delay and stress"

About: Nuffield Health, Leeds Hospital

I had an operation at The Nuffield on 17/4/15. Prior to admission I was led to believe that mine would be the 1st procedure. I arrived at 07.20, was taken to my private room and later given a brief explanation of the hospital and process. I was informed an hour later that I would not be 1st and my operation was likely to be around mid morning. On asking what mid morning might mean, I got no clarification. I was asked to get undressed and prepare for the surgery around 08.30. There was a basic check on BP &. temperature. I briefly saw my surgeon and lead nurse. There was no water in the room, My accompanying friend had to ask for this and where they might get refreshments. It was very difficult to get any updates or information as the morning wore on and became afternoon - none was proactively forthcoming. When my friend sought out a member of staff from the ward, they had no information to offer. At around 12.30 a member of ward staff came to take me for my procedure - as I was about to get dressed, leave and seek an alternative. The lack of information, waiting time and general poor communication was not what I expected. - having paid for private treatment. I felt that I was fitting into the hospital system which was poorly responsive to me. I raised my concerns with the member of ward staff and also with the anaesthetist, prior to surgery. The latter told me that there was a list to which they were working - however I had received no prior information on this, following no longer being 1st up. I feel the communication (or rather the lack of it) was unacceptable. The actual surgery and treatment from my consultant was and remains fine - I have no issue with that. Following my surgery, there was an increase in ward contact time. I was discharged with insufficient eye wash put liquid and swabs. I was unable to source either at local pharmacies. I texted the lead nurse, and after a short time, rang the hospital to speak to ward staff, as per the discharge letter. I was put through to the lead nurse, who acknowledged receipt of the text and said they would post out the necessary medication today. I stated that my eyes were sore and that I had already run out of the medication. I feel that I had to do the chasing on the day, that communication and inter departmental systems were poor, that I was fitting into the hospital approach, rather than me being the paying patient. In summary, I paid for a service for which I had to wait, was ill informed, Al of which led to added stress. My prior experience of the NHS more than matched up to what I had at the Nuffield.

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Response from Nuffield Health, Leeds Hospital

I am very sorry to hear about your experience at Nuffield Health Leeds Hospital. I would welcome the opportunity to discuss this matter further, please give me a call on 0113 388 2000. Mr John Lofthouse - Hospital Director.

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