"The Good, The Bad and The Mismanaged!"

About: University Hospital Aintree

My wife was transferred to A&E from Southport A&E on Sunday night (8th Nov) suffering from extreme pain due to facial infection (also receiving chemo for lung cancer); received well and provided with pain relief and antibiotics. Referred to MFU and transferred to SAU (Ward 29) Monday am where she was seen by a consultant and advised that surgery was necessary. Surgery was scheduled for approx 17.00 hrs but delayed due to no consent form being completed (despite my wife asking a doctor on the Ward) also heavy work load. I attended around 18.30 hrs but was given no information that surgery had been delayed then told she would go to Ward 1 where I waited (and waited) for news. They confirmed surgery had been completed around 21.30 but after I repeated asked where my wife was the staff nurse found out she was to go to Ward 29.

Ward 29 had a mix of patients and was not suitable for post operative/cancer patient. She was constantly disturbed by other patients including some repeatedly using mobile phones late at night! Staff nurses were over worked whilst others were idle; no one answered the Ward phone which rang frequently.

My wife did not received the medication she required for her ongoing treatment for cancer. etc (although pain relief and antibiotics were provided) this was despite all information being repeated provided and noted by different staff. She begged to come home but could not be released until the infection was under control and final medication agreed.

She was transferred to 'The Discharge Lounge' around 13.45 on Wednesday where I went to collect her around 14.30 but was told they were waiting for her medication to arrive. After repeated requests failed to achieve any update on the medication I went to Pharmacy around 16.15 and asked what was happening, there had been a query with the medication which was then resolved and 15 minutes later it was available. I returned to the Discharge Lounge for her to be released some 3 hours after arriving there!

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Response from University Hospital Aintree

Hi Michael,

We are sorry to hear about your wife's experience in our hospital. If you wish to take this further our Patient Advice and Complaints team can help. You can contact them by emailing customerservice@aintree.nhs.uk, by calling 0151 529 2400 or by writing to:

Patient Advice and Complaints department Aintree University Hospital NHS Foundation Trust Lower Lane Liverpool L9 7AL

Thank you.

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