"Completely unacceptable"

About: Princess Alexandra Hospital (Harlow)

My husband was admitted for emergency surgery here and the entire experience was utterly shocking and upsetting (just like the last time we were here). The ward sisters were unhelpful, rude and made my husband walk out to the corridor despite being in excruciating pain rather than let me visit him in the ward briefly before being taken to surgery. Upon discharge a junior doctor gave an entirely wrong account of what procedure was actually performed (thankfully we bumped into the surgeon on our way out who told us what had really been done) and no information regarding aftercare, recovery etc. The next day the ward was under obligation to organise a nurse to visit my husband for aftercare but despite several calls and enquiries on our side no one came and rather than with an apology we were left with rude, indifferent, unsympathetic and unhelpful nurses who refused to give us any contact or way of making sure his wound would be attended to. We are still waiting and are feeling utterly helpless and shocked that this is supposed to be medical care.

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Response from Princess Alexandra Hospital

Dear Anonymous,

Thank you for taking the time to post your feedback. I am so sorry that this has been your experience. It does sound like this is a second poor experience and so I would be keen to sit down and work through with you and your husband, what has happened so we cannot ensure this does not happen again.

The indifferent and unhelpful attitude you describe is not acceptable to me or to anyone else who works for The Princess Alexandra Hospital NHS Trust. We pride ourselves on providing care which we would want our own families to receive, and so I am really sorry you experienced this. The services provided after you leave hospital come from our community partners and so if you are able to make contact I can ensure we pass your feedback onto them.

I would urge you to get in touch as soon as you can. The Patient Experience Team are ready and waiting to take your call on 01279 82 70 84 and are available Monday to Friday, 9.00am to 5.00pm.

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