"Poor experience surrounding cancelled surgery"

Planned evening admission to Ward 726-10/10/2017 prior to surgery 11/10/2017

This feedback contains a number of different elements:

1. As agreed I arrived at Ward 726 at approx 2100 hrs. I was expected & had been told I could wait in the ward's day room until the bed was prepared. I arrived at the locked entrance to the ward at 2100 hrs & rang the bell x3. No-one answered. I twice used my mobile phone. Its ringing was ignored. At 2120 hrs I caught the attention of an auxiliary who opened the door. I was not asked what wanted and I was ignored at the reception desk. Finally, someone asked if they could help. After this I was treated helpfully, shown to the day room and I was allowed access to my bed at about 22.00 hrs.

a.) As a lone woman I felt anxious and vulnerable waiting in a deserted corridor whilst trying to gain admittance to the ward at night. b.) I cannot understand why the bell and telephone were unanswered. c.) It was unacceptable to be ignored further whilst waiting at the reception desk.

2. Having been admitted to the ward my medical examination and registered admittance was not finally completed until about 0030 on 11/10/17.

a.) I consider that this was a further unacceptable delay.

b.) The examination and completion of admittance questionnaires through interview took place at my bedside. This was disruptive for the other 3 patients in the ward who were trying to sleep. c.) I had already answered many of the questions at my pre-admittance assessment. There was duplication of these questions at this time and on several other occasions subsequently.

3. I was on a nil by mouth regime from 0000hrs until 1830 hrs 11/10/17. I was not given any information unless I specifically requested this. At about 1830 hours I was told that my surgery was cancelled and I should go home. The registrar who conveyed this information was polite and apologised. I understood and accepted there was a possibility that surgery may be cancelled, however:

a.) The extended wait with no information about what to expect was totally unacceptable. I only gleaned that there was a delay in theatre by asking, otherwise I would not have been told.

4.

Thankfully, I had been prescribed a saline drip (because of dehydration being a trigger for migraines) but had to remind nursing staff about this at 1200 hrs as I was beginning to experience a pre-migraine aura.

I now have to wait for a further admission appointment which I do with some trepidation. I expected better of a major regional surgical unit. I have no doubt that the surgical care is excellent. Sadly, I cannot say the same of the general organisation and the whole patient experience. I would welcome the opportunity to discuss this with you further as I am sure that improvements could be made without impacting on work load or the running of the hospital. From speaking to other patients on my ward it was clear that they had experienced similar issues.