"Waiting time for surgery"

About: County Hospital (Stafford) / General surgery

(as a service user),

Very long wait for gallbladder surgery-about 20 weeks, which was very disappointing since I had been assured waiting times were better at Stafford than Stoke.

Also very disappointed that assurances given on phone that a relative could stay with me throughout were not upheld. I think it is absolute rubbish to suggest this is because of commitment to single sex accommodation as rule applied to same sex relatives too. No reason for this at all-ample room available around bed space. Really wish powers-that-be understood & appreciated importance of family, especially for patients with previous very negative experiences, which is why I chose Stafford over Stoke in the first place! Most people I know would feel more comfortable & confident knowing their family are with them & while it may be easier for staff not to have to deal with worrying relatives, patients should come first.

Student nurse (Zoe I think? ) went above & beyond and was very patient in the face of my highly anxious, frustrated & upset state; she alone was the only thing that stopped me going home.

When I woke after surgery there was new staff and my relative was prevented from coming to me. Also had to request pain relief twice before being given anything and while staff were efficient & professional, empathy & compassion were for the most part absent.

Overall, yet another disappointing experience & I hate to think what I will do if I need hospital care in the future.

Responses

Response from County Hospital (Stafford)

I am so sorry to read your comments around your recent experience at County Hospital. I shared your feedback with Sister Adams who is the Manager for Day and Theatre Admission Unit. She has explained that if we have unoccupied side rooms we do allow patients to stay with their relatives as it doesn’t impact on other patients. We are required to fully comply with single sex legislation and protect the privacy and dignity of all of our patients, so unfortunately we are unable to allow relatives to remain with patients in two or four bedded bays.

Sister Adams has asked that I pass on her personal apology that we failed to meet your expectations on this occasion and has said that she would be more than happy to meet with you to discuss your experience and any other concerns if you wish to do so. If you would like to meet with Sister Adams, or speak to anyone further about the issues you have raised, please contact our Patient Advice and Liaison Service (PALS) on 01785 887687 or via email to advice.centre@mail.uhns.nhs.uk.

With best wishes

Rebecca Smith, Quality Improvement Facilitator: Patient Experience.

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