"I had 2 surgeries in the summer ..."

About: West Middlesex University Hospital

(as the patient),

What I liked

I had 2 surgeries in the summer of 2007, the consultants, anaesthetists and nurses were all helpful and I think the staff who did my pre-assessment were the most professional in the way they carried out their job thoroughly and answered my questions. They gave me the confidence and put me at ease and got me ready mentally for the operation.

What could be improved

Focus on the basics, show your patients that you care just by using the hand gel to keep your hands clean especially when you have just stepped away from another patient and have been tending to them and their wounds. Double check before you think you are done - I found bits of bone in my wound 2 weeks after I was discharged from having a wisdom tooth out. When I had my tonsils out I endured serious pain and stress and it could have been avoided. I think being sent away with 5 days of painkillers is not adequate in enough.

I know that' Nil by Mouth' is important before surgery, but after the surgery I was told by every single doctor and nurse to drink water to promote healing - why are the catering staff not informed? It is hard enough to talk after surgery in the mouth, but when you do not remove signage saying 'NBM' of course you are not given water so how can a patient take medicine dry?

I feel that some doctors lacked bed side manner and there was one doctor who was just rude and moody and felt I was a nuisance because I was in pain. Post operative pain is real and not imagined. One doctor even bad -mouthed the hospital in front of me when they couldn't find the paperwork. Perhaps more time spending preparing for the patient and reading on their history could be improved. I know that West Mid is a good teaching hospital, but when trainees see unprofessional behaviour from their teachers then they either learn from it or think it acceptable. In my case the doctor who was learning noticed the rudeness of her mentor and tried to cover it up but unfortunately impressions last with patients. We notice the tone of voice used, the body language and general behaviour from from we are first greeted by a friendly face at reception to when the doctor says it will be fine and surgery went well, to the final good bye from the ward staff.

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Response from West Middlesex University Hospital

Thank you for taking the time to comment on your experiences at our hospital. We are always keen to hear feedback from our patients, to help further improve our services. Our Patient Advice and Liaison Service (PALS) are happy to help with any queries or concerns from a patient or their carers. They can be contacted on 020 8321 6261 or pals.service@wmuh.nhs.uk

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