About: Forth Valley Royal Hospital / General surgery

(as the patient),

I went to Fourth valley hospital for my gallbladder op only to find out I was not on the list. I sat for over 3 hours before the head surgeon came to see me. He told me that his surgeons were nor going to operate. And that he did not have time to read my case history as he had a patient on the table waiting on him. These were his exact words. he then said I would have to come back next week when my own consultant was back from holiday. I was then sent away with an appointment to see my own consultant. I was then sent home. I went to my own doctor In the afternoon as I was in so much pain. She phoned the hospital and asked them to try and get my pain under control till I could see my consultant next week. They took bloods and left me in a room for over an hour, then came with one pain killer which did not help. Sat for hours waiting in the blood results. They then sent me home with an appointment to have an ultrasound which I have now had. Was then seen by the same doctor from the night before. I had to sit and wait for pain relief. I was finally given oramorphine. We finally left there hours later. I still have not been given an answer as to why I was not operated on.

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Response from Pauline Marland, Person Centred Patient Experience Coordinator, Department of Nursing, NHS Forth Valley

Dear Mary A

Thank you for taking the time to share with us your recent experience. I can only imagine how frustrating and difficult this must have been for you, please accept my apologies, I would like to assure you that this is not normal practice.

We try hard to provide the highest standard of care that is dignified, compassionate and person centred, however from the experience you have described this has not been the case.

To help me feedback to those involved in your care and to give you some answers, I would appreciate the opportunity to investigate your experience further and wondered if you would be willing to speak or meet with me. My contact details are Pauline Marland, Person Centred & Patient Experience Coordinator on 01324 566523 or alternatively you can email p.marland@nhs.net

I look forward to hearing from you.

Kindest regards

Pauline Marland

Person Centred Patient Experience Coordinator

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