"confusing information means I don't know what to do"

About: Leigh Infirmary / General surgery University Hospital Aintree / Colorectal surgery

(as the patient),

I went to the doctors and he diagnosed me with a rectal prolapse. My doctor referred me to a consultant and I chose to attend Leigh Infirmary, Leigh. My initial appointment was pretty quick and the consultant confirmed the prolapse. He then arranged for me to have a sigmoidoscopy, which I attended.

From this point everything went down hill. I received the appointment for signmoidoscopy and attended on the due date. The nurses didn't have my details/appointment and apologised for the mix up. They said they could do but I would need a full anaemia, which I agreed to. Several hours later I had the sigmoidoscopy, which was the most painful experience ever. I had to scream at the consultant to stop as I could no longer stand the pain. I received no pain medication or sedation prior to this procedure. I was in pain for several weeks and became house bound.

I then received two appointments - 1 for Aintree and 1 for Wigan. I didn't understand why I had received two. I telephoned the hospital and they didn't know either and told me to attend both. I attended the 1st appointment at Aintree and it was a nurse. She asked questions and she was very polite but she failed to deliver on her promises. She promised to organise the operations with Mr Scaife and cancel the appointment at Wigan, she promised it would be quick as I was in pain. She cancelled the Wigan appointment but weeks later, still no sign of appointment with Mr Scaife. I telephoned every day and eventually I received an appointment. I went to Mr Scaife early November and he was fantastic. He agreed to operate and arranged for me to have pre op test.

I received appointment and attended pre op tests at Aintree today and what another mess. Firstly they didn't have me down and then they remembered the anaesthetist had telephoned to ask if I had arrived. They told me to take a seat. Two hours later I saw the anaesthetist who had NO medical records to refer to, so I had to tell her about my history. I was then asked to go back in to the waiting room for the remainder of the tests. Another two hours passed and still nothing. I was then told to go to my doctors and ask for a note to refer me to Leigh Hospital to have a spirometry test. When I arrived home I rang the doctors who told me this was not right. It was up to Aintree to arrange. Please help I am 79 years old and now don't know what to do. In addition, I have now got a front prolapse, which I was informed they would do at the same time as the renal but the consultant told me that someone else needs to do this.

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Response from Susan Heighway, Patient Relations / PALS Manager , Patient Relations / PALS, Wrightington, Wigan and Leigh NHS Foundation Trust

Thank you for your comments in respect of your treatment and care at Wrightington, Wigan & Leigh NHS Trust. I was sorry to learn of the poor experience at our hospital and would be happy to look at this more closely if you would like to get in touch with the Patient Relations Department.

Kind reagrds

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Response from University Hospital Aintree

We're sorry to hear of your experiences - if you contact Customer Services on customerservice@aintree.nhs.uk or call them on 0151 529 3287 then they'll be happy to take a look at this for you.

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