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Care Opinion

Left alone in a dressing room

Story from nhs.uk

"Left alone in a dressing room"

About: Trafford General Hospital

My elderly aunt was left sitting alone in a dressing room for over an hour waiting for her procedure. No one told her what was happening. In the meantime she could see people (who had apparently come into the ward after her) being called for their procedures. My aunt became very distressed because she felt she had been forgotten about.

Apparently the doctor was running late due to an unexpectedly complex operation in the patient before her. While I appreciate that this was unavoidable, surly someone could have given her this information and let her know she was next. It is easy for an elderly person left alone to become distressed when they think they have been forgotten.

Apart from this experience the staff were friendly and helpful and the procedure went well. However my aunt is very nervous of hospitals and this experience did conspire to make a traumatic day worse.

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Responses

Response from Manchester University NHS Foundation Trust 5 years ago
Manchester University NHS Foundation Trust

Submitted on 21/11/2018 at 16:08
Published on Care Opinion at 16:10

Thank you for your feedback. Please accept our apologies for the delay in responding to you and for any distress caused to your Aunt during her recent care under the Gastrointestinal and Liver services at Trafford General Hospital.

We would like to assure you that it is normal practice for all patients to be kept informed of any delays during their admission; this clearly did not happen during your Aunts admission. Sadly we cannot change her experience however in order to prevent a similar occurrence happening again we can confirm your concerns have been highlighted with the team.


Should your Aunt require any further treatments within the department please do not hesitate to contact them directly on 0161 746 2016 and they will be able to support your Aunt with future appointments.


If you would like to discuss your experience in more detail please contact the Patient Advice and Liaison Services on 0161 276 8686 or via email: pals@mft.nhs.uk quoting reference number PO18/0184

Response from Trafford General Hospital 5 years ago
Trafford General Hospital

Submitted on 21/11/2018 at 16:09
Published on nhs.uk at 17:06

Thank you for your feedback. Please accept our apologies for the delay in responding to you and for any distress caused to your Aunt during her recent care under the Gastrointestinal and Liver services at Trafford General Hospital.

We would like to assure you that it is normal practice for all patients to be kept informed of any delays during their admission; this clearly did not happen during your Aunts admission. Sadly we cannot change her experience however in order to prevent a similar occurrence happening again we can confirm your concerns have been highlighted with the team.

Should your Aunt require any further treatments within the department please do not hesitate to contact them directly on 0161 746 2016 and they will be able to support your Aunt with future appointments.

If you would like to discuss your experience in more detail please contact the Patient Advice and Liaison Services on 0161 276 8686 or via email: pals@mft.nhs.uk quoting reference number PO18/0184

The Patient Experience Team

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