"Don't worry somebody will call you back"

About: East Surrey Hospital

My partner is awaiting an operation. Although non-urgent she is in routine pain and after several years of investigation and appointments is close to a resolve. She had a first date for her operation postponed by letter a week before at start of the year and a new date a month later. However sadly that was canceled the night before by phone. 2 weeks later she was given another date of a month after the second date. Again this was canceled the day before. On both occasions the polite member of staff breaking the bad news informed her somebody will call the next day.

After her second date was canceled she waited all day for a call that didn't come and then had to feel she was hounding people for info.

Today she has waited for the call again and at 3pm contacted the number given in case no phone call, only to find she needs to speak to a specific person who happens to not be there today. She has been told to call back tomorrow, although she has been told somebody will call her from the person who called to cancel her op.

She is incredibly stressed by this and is worried as she needs to inform her work of what is happening. Due to nature of the op she is expected to be off for sometime so has already been covered for a large part of this time and needs to know.

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Response from Bill Kilvington, Assistant Director for Women and Children's, Surrey and Sussex Healthcare NHS Trust

Dear Worried Partner

I am sorry you have had this experience, but from your email it's not clear which service your partner is under the care of.

If you email me bill.kilvington@sash.nhs.uk I will try to get to the bottom of things for you.

Bill Kilvington

Associate Director - Women and Child Health

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