"Excellent outcome, and a satisfactory..."

What I liked

The first visit in July 2010 for assessment for surgery was well managed throughout. There were many other patients in the waiting area but this was helpful to quelling my nerves. The overall assessment and discussion process was completed without any embarrassment. When I left. I felt that I understood the issues and options, and the proposed surgery to correct the prolapse.

The design and decor of the Theatre Admissions Unit was peaceful and serene, and operated in a calm manner that was helpful to quelling nerves. The staff taking samples and making checks were very friendly and chatty, again helping to minimise stress.

The brief introductions on arriving at Theatre were helpful to feeling some control over the process. Post surgery, care on the Ward met my needs but without undue fuss and bother.

What could be improved

On the G2 Ward, a robust checking procedure should have prevented me being hooked up to a drip that was nearly 12 months beyond its calibration date. Not a problem, but not very reassuring!

The visit to the pre-op assessment clinic, in August 2010, was the least satisfactory experience. I was told to report to Reception on G1/G2 and on doing so, my letter was retained, and I was immediately directed to go to ECG reception . It is unclear why I could not have reported initially to ECG Reception. The invitation letter suggested that I could bring a friend but my husband was promptly directed to the waiting area for throughout my visit. The letter therefore was inconsistent with the staff directions on the day. The process involved an interview with a doctor who was pleasant, amiable etc., but I was not confident that we both understood each other. Given that the information exchange was re my surgery, and the records were being created for use by others not present, this was not helpful to my nerves! My overall feeling about this clinic visit was that it just didn't feel right without anything seriously specific.

The Discharge process from the Ward for both patients and staff could be eased by, where appropriate, requesting the Pharmacy to prepare medications the day prior to discharge to minimise any delays on the day of departure. I witnessed patients simply waiting around for their medications and, in my case, I opted to get my own allowing a prompt departure to suit me, and Ward staff to prepare for the next patient.

Some information Leaflets provided were photocopies of modest quality. The advice re after care seems too universal and without reference to the individual, e.g. age, social circumstances, fitness level.

Anything else?

Consent re examinations and treatments was always sought and obtained in a correct manner.

Staff were always available when I felt that I needed them.

A follow up telephone call in early December, 12 weeks after discharge, was very helpful. Although this call was prompted by the bad weather and doubts about being able to attend a discharge clinic visit, you might wish to consider adopting this as a normal procedure.

I have an overwhelmingly positive view of my experience. The timescales between GP visit and hospital discharge were totally acceptable, the consultant and his team did all that I could have expected, and the outcome has been brilliant - the prolapse has disappeared, my waterworks no longer inhibit my social activities, and my husband is also happy.2010Follow upSurgeryConsiderateNervousTelephoneWaiting AreasConsultantsAdmissionsStressPatient careReassuringReceptionWardDischarge processCommunicationPharmacyDoctorsLeaflets