"What an absolute shambles"

About: Good Hope Hospital / Trauma & orthopaedics

My husband is waiting for a replacement knee at GHH had his pre-op assessment 4 weeks ago today. Three weeks ago he was contacted to see if he would go to BMI Edgbaston if he was suitable. His notes were sent to BMI on the 12th September, he said yes he would be happy to go to the BMI for the operation. Yesterday after hearing nothing he phoned GHH to speak to the T & O list coordinator who was on annual leave until today. Left a message. Then phoned BMI to see if he was on their list, after several phone calls and messages lift, he was told he wasn't on their list. Ok so whose list was he on. Absolutely no one from GHH returned his calls. Finally this morning he speaks to BMI and is given a date for his operation 4th November (still 6 weeks away). But in the mean time he has to have another pre-op assessment at the BMI. What a total waste of resources. I have worked for the NHS for 30 years and I can't understand what is going on, does no one do their job properly. In the past I have made excuses to patients and apologised for delays. Now being on the other side I am so frustrated that I can fully understand where the patients I dealt with were coming from. I kno that Trauma and Orthopaedics are one of the busiest departments but to waste a nurses time with a pre-op assessment which took 2 hours, what a total waste of resources. The only people that actually returned a call was PALS. Absolutely disgusted with my husbands treatment.

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

Dear Mrs Lewis

Thank you very much for your post regarding the difficulties your husband has encountered. I'm sure it has been a worrying time for you both.

I would like to look into the problems that have been experienced and would be grateful if you could contact me at your convenience to enable me to obtain some more information from you.

Please call 0121 424 0808 9am - 2pm Monday to Friday (voicemail service in operation at all other times) or by email: marie.helebert@nhs.net.

I note that you mention contact with PALS and I do hope that our Patient Services Team were able to be of assistance to you but please do contact me or a member of our team if we can be of any other help or assistance.

I look forward to hearing from you and once again thank you for taking the time to post your feedback, it is most important to us.

Kind regards

Marie Helebert

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