"Complete lack of organisation"

About: St Albans City Hospital

Anything else?

Complete lack of organisation. I received a letter immediately prior to Christmas advising that i needed a pre operative assessment for a routine Cystoscopy examination. The appointment was for the 27th December. I rang up advising that i was away for Christmas with family but was advised that i had to come in otherwise i would lose my examination place. We agreed that i would cut my holiday short and come in on the 28th December. At the assessment i was advised that they were looking to do the procedure sometime towards the end of March! Hardly imminent. I now have my examination date (first week of April) and have been told to come back for another pre operative assessment in March, as the previous one will expire prior to my admission date! The fact that my holiday had to be cut short is of no interest to them let alone the wasted cost of a completely un-neccesary pre operative assessment. As to my time and spoilt family holiday? Tough! No wonder the NHS is broke!!

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Response from St Albans City Hospital

Thank you for taking the time and trouble to comment on your difficult experience with us at St Albans City Hospital. We’re always concerned to hear of any patients who are unhappy with the care and service they have received, and issues of this nature are taken very seriously. Without full details of your specific case and our commitment to patient confidentiality it is difficult to comment here. But the importance of a wholly positive, and respectful, patient experience is one of our key objectives (from appointment to operation), and the issue of communication between our staff and patients is a fundamental area we’re working hard to improve in. We know that your examination date was, at time of writing, set for April. However if the issues you have described are yet to be resolved, we know that our senior clinical colleagues will wish to investigate your concerns, so we can look into what went wrong for you, and why. Apart from giving you some answers, if would also help put things right for other patients if we can. Therefore if you are willing to do so, please contact us directly at wherts-tr.complaintsteam@nhs.net . We will aim to thoroughly investigate these issues promptly, and provide you with a detailed response.

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