"Poor communication, contradictory advice, chaotic."

About: Royal Stoke University Hospital

Admitted for a day case. Nursing staff, particularly student staff, were exemplary. They introduced themselves, their roles and what they'd be doing. It is a pity that the two doctors seen didn't afford the same courtesy. In addition, one doctor agreed to a post operative prescription, then reneged on this. In addition, the same doctor stated that my operation had not included a biopsy, even though this was what I was admitted for. Upon querying this, I was told by a second doctor that I had indeed had a biopsy. The discharge letter stated I'd had a D&C ... a third variable!

No aftercare advice provided whatsoever, so it is as well that I looked it up on the internet. I should not bathe, use tampons or have sex for three days. Why did they not tell me this? Having just spent many days with my mother at the exemplary QE, where all doctors are courteous, communicate well, follow logical processes to optimise patient care and have the patient at the heart of what they do, this hospital stands out as dreadful in comparison. This disparity between two NHS providers should not be allowed to happen. I hope I don't get the copied and pasted response seen in reply to other reviews.

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Response from Royal Stoke University Hospital

I am grateful to you for taking the time to comment on your experience during your Day-Case procedure. I have forwarded your feedback to the Clinical Lead for Gynaecology and the Ward Manager for their attention.

The Ward Manager has asked me to pass on her sincere apologies for the lack of post-operative information provided to you before your discharge. She will address this with her nursing team during the ward meeting to ensure that an omission such as this does not occur again.

Good communication skills form an integral part of all our staffs’ training, including the doctors and is also reiterated on induction; and I can only apologise that this was not your experience on this occasion.

All comments and feedback around the experience of our patients and visitors is welcomed. If you would be happy to contact our PALS department on 01782 676450 or via email on patientadvice.uhnm@nhs.net to provide further details this will enable us to investigate this matter further and address it directly with the people involved.

With best wishes

Rebecca Smith, Quality Improvement Facilitator: Patient Experience.

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