"Poor Service"

About: Oaklands Hospital

I have no problems at all with the surgery, my issue is with the aftercare and the service recieved by other members of staff, please be aware this review does not include my surgeon as he's been brilliant.

I was booked in for an athroscopy on my knee on the 20th November, firstly, I never recieved a call as stated 24 hrs before my surgery. I rang them the day before and they said they had been trying to get hold of me. I had no missed calls or voice messages on my phone. I eventually found out it was booked in for 12:30.

I arrived the following day about 11:45 to be greeted by a receptionist who lacked any form of customer service skills, I appreciate this was done on NHS however common courtesy and politeness doesn't go amiss even if I'm not paying thousands of pounds. No eye contact, they were too busy inputting on their computer to even acknowledge me. They told me to take a seat, minutes later I was took for a pre op, thus went ok, I then went to the waiting area to find out that due to some earlier complications that the surgeon was behind and other patients had been there since about 8:30am!

Fortunately my partner had stayed which we eventually found out that he wasn't meant to stay, it's a good job he did, as he doesn't drive and the reception weren't for keeping my parents updated who would eventually have to pick me up. I had sips of water which they allowed me.

I eventually went for my surgery around 6:30pm and in recovery must be about 7:30pm, I've no idea what they managed to do with my knee as the surgeon was going home as I was being wheeled in to a room and I was lying on a bed with a big pool of blood underneath that was gradually getting worse. I alerted a nurse who said they were changing shift, nobody came to have a look at me until I used the nurse alarm.

No contact was made with my parents to let them know they could pick me up, and it was about 11:45pm before I left. I was told that I would have a follow up appointment in about 2 Saturday's time. I've recieved my appointment for the 16th January 2016!

Story from NHS Choices

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Response from Oaklands Hospital

Thank you for taking the time to tell us about your visit. I am extremely dissappointed at the experience you had during your treatment with us. Please be assured that I am looking into all of the issues you describe as a matter of urgency. If you wish to speak direct to us please do not hesitate to contact myself or our hospital Matron, Rhona Davis.

Helen Rocca

General Manager - Oaklands Hospital

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