"My feedvback on BRI"

About: Bristol Royal Infirmary

Anything else?

My wife was due to have an operation tomorrow (03/01/13) however this has been cancelled so we havent actually attended yet.

We received this date, and my wife attended for a pre-op assessment 31/12/12. When the consultant spoke to us, he said that he would need to arrange a date for surgery. When I queried this and mentioned that we already had a date for surgery, the nurse looked through the records for a few minutes and said "oh yes, here it is". So it looked as if my wifes records had not been looked at before the appointment, as it was the consultants secretary that had arranged the surgery date with us in the first place!!

We then had a phonecall from the appointments secreary this morning (02/01/13) saying that the surgeon had said that something urgent had come up and he had to cancel the operation. What is more urgent than my wifes operation for Lung Cancer??

There seems to be a lack of communication between the departments as one person said it was the consultants secretary that arranges things and they said it was the surgeons secretary, so we have been pushed from pillar to post with no set answer to who we should be dealing with to get this rebooked. We now feel as if we have dropped into a black hole as the person who called could not even tell us how long it will be to even hear about a new date for the op!

The people we have spoken to so far have all been very pleasnt, we are just frustrated as we dont seem to be getting any further foward.

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Response from Bristol Royal Infirmary

Thank you for your feedback. We know that cancelling operations is a very frustrating and stressful experience for patients and their families. We are sorry that this happened to you and your wife. This is always a last resort - for example, in this case it may have been that somebody needed an unplanned emergency operation. Please be assured that any cancellation for surgery is reviewed by a member of the medical team before it is made, to ensure that it is safe to do this. We would encourage any patients or relatives who feel that they do not know who to contact in respect of appointments/dates etc, to contact our Patient Support and Complaints Team (0117 342 3604/pals@uhbristol.nhs.uk) who will be happy to help. Thank you again for taking the time to post a comment on NHS Choices.

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