"Terrible communication"

About: Charing Cross Hospital

77 year old husband needed bladder stone removal operation with insertion of supra pubic catheter. Turned up for operation, this cancelled due of absence of patient notes (could they not have telephoned?) meaning hanging around 7 hours in all waiting for patient transport. Very distressed husband, brusque and unhelpful nurses. After 2nd operation discharged, but patient ill next day, readmitted thanks to excellent 111 doctor. 2 months spent in hospital in all, due to recurrent infections. Part of this in rehabilitation ward - prison-like, with windows looking on to brick walls in 2 directions. Though physiotherapists were of some help, husband unable to walk after stay. No instruction at all as to how to manage catheter, position and change urine bags - told to leave it to district nurse (whose instructions differed from those of urology nurse). Consequently, yet another frightening and potentially very serious catheter infection at home after 3 months. A general sense that no one wanted to take responsibility for the overall care of the patient, and that once he was out of the urology ward the job was done and they could tick the box. In fact, in the long term more time and money was wasted and pain and stress incurred.

Story from NHS Choices

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Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is extremely concerned about your comments you have posted on NHS Choices. We would like to apologise for you and your husband's experience with the care and treatment provided by the Urology department at Charing Cross hospital. Patient Advice and Liaison Service (PALS) would like to discuss this matter further and have the opportunity to look into your concerns. We would encourage you to contact PALS by email on pals@imperial.nhs.uk or by telephone 0203 313 0088.

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