"Absolute shambles"

About: Cheltenham General Hospital

Arrived at Gloucester A&E at 6:30AM on Thursday due to likely kidney stones (Cheltenham A&E is only open 8am-8pm). Pain relief given, blood tests run, catheter inserted and all ready to be transferred to Cheltenham (as they share a Urology department) by noon. Not collected by Cheltenham patient transport until 5AM on Friday (17 hours later) and upon arrival the staff had no idea what was going on. Everything was completely disorganised - took most of Friday to get a CT scan, which was then misread and told there were no kidney stones so perhaps food poisoning?! This was then back-tracked on at 10AM Saturday, large 1cm stone visible on the scan. Added straight away to the "emergency surgery" list but then not collected until 7PM, only to be postponed due to lack of staff! Taken back down for surgery again at 10PM. During all of this could barely eat or drink as no one was sure if/when surgery would be scheduled, yet only given an IV drip at 5PM Saturday. Come in for a serious kidney problem, get dangerously dehydrated and faint - shambles! Complete lack of communication between all staff.

Story from NHS Choices

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Response from Cheltenham General Hospital

Hello there,

Thank you for taking the time to share this feedback with us. We're sorry to hear about your experiences at both hospitals and would urge you, if you haven't already done so, to get in touch with our patient liaison (PALS) team so that we can take a few details and investigate the issues you've raised further. You can contact PALS via email pals.gloucestershirehospitals@glos.nhs.uk or on 0800 019 3282 (Free phone).

Thanks again for raising this with us.

Best wishes

The team at Gloucestershire Hospitals NHS Foundation Trust

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