"Day case unit"

About: Good Hope Hospital

My father attended the day case unit for a procedure to remove his cateract.

He was requested to attend at 8am which he duly did.

The room was full and he took his place to speak to the receptionist only to be when he was spoken too that he should take a number and wait to be called.

There was a sign however my father is registered blind due to wet AMD.

There were no provision for partially sighted patients despite thus bring an opthalmic list.

The receptionist was pleasant and advised us that I could stay even though the letter said otherwise and that the letters would be changed.

After some time my father was called through but I wasn't allowed to go to the consultation apparently because we would have to take different routes to protect same sex accomadation .

He returned to the waiting room and when called again I was again not invited to go through despite the advice of the receptionist and the payment I had now made to park as I could stay.

The nurse questioned my Father as to why he had brought a bag and what was in it.

(in the middle of the reception area)

I pointed out that the invitation letter clearly specified the requirement to bring drugs, dressing gown and slippers and the bag was duly taken through

Whilst the staff were friendly the organisation of the clinic (from a user perspective ) was impersonal and dis organised. Of concern was the volunteer advising a diabetic patient not to eat or drink despite her husband raising concern in relation to the length of fast which was not required for the procedure .

Refreshments were arranged as a result of his insistance.

Patients all arrived at the same time and were then waiting for what were clearly staggered appointments.

Is it absolutely necessary to arrange arrival times in this way?

Would it be possible to review the appointment letters that are sent to patients so that they are informative and aligned to the relevant proceedure?

My Father's letter advised to stop his warfare which he did only to be told on the day that this was unnecessary and his clotting time was far too quick.

Particularly dangerous as he has heart failure.

Could there be clearer information in relation to wether relatives can stay? - there was clear dissonance between reception and nursing staff

During the time I waited for my Father I observed some lovely interaction between staff and patients, without exception the staff were welcoming and friendly and kept relatives informed

A number of patients came to the area in error (following written instruction) and it was apparent from conversation thst instructions and signage were challenging on a regular basis

Thank you for all the wonderful care my Father receives at your Trust (he has co morbidities) but could I respectfully request that your exec team spend some time following patient journeys through the day case unit to gain some perspective of their users experiences.

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Anonymous

Thank you very much for your balanced comments regarding your father's (as the patient) and yours (as a carer and family member) recent experience in the Day Case Unit at Good Hope Hospital.

I will ensure that your feedback is highlighted to the Deputy Head of Operations for the Division responsible for Day Surgery Unit but would very much like the opportunity to speak with you further to gain some more information to enable me to look into your father's journey and experience individually.

I can be contacted either by telephone on 0121 424 0808 or by email: marie.helebert@nhs.net.

I look forward to hearing from you at your convenience and do hope that my initial actions are acceptable.

Once again thank you for taking the time to provide your feedback, patient experience is extremely important to us.

With kind regards

Marie Helebert

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