"Appalling communication and patient safety a..."

About: Nuffield Hospital Oxford (the Manor)

Anything else?

I was referred to the Manor Hospital to see an Endocrinologist for unexplained rifb fractures. As a patient I had a 5 hour round trip to the Manor. At my first appointment it was agreed I needed an Isotope Scan,to be done at the Churchill Hospital (as a private patient) A week went by and no one had rung to organise the scan from the hospital,so I contacted the Churchill. They said I would have to wait three weeks for an appointment. I made it clear that I could get it done down in Somerset that week and not have to wait. I got a call back that afternoon offering me an appointment the following week which I excepted. This should have been organised for me but it was left to me to sort out. I had the scan and rang the Churchill nuclear department two days later to ensure the scan reults would be avialable at my follow up appointment the following week at the Manor. They said . I turn up for that appointment only to find the consultant dose not have the scan results or a copy of the scan on disc for me to view. I had driven in total that day 5hrs and spent £200 for those results. The consultant rang the Churchill to get the results over the phone. It was also decided that I would have either an MRI or CT scan done and a bone biopsy. I was told I would be contacted to tell me which scan was being done and who was doing the biopsy. No one contacted me as to which scan was being done I had to find out and arrange myself.I was also given the wrong information as to which surgeon was going to do my biopsy by my consultants secretary. I can confirm the following failings took place: The consultants secretary failed to return phone calls and three e-mails which resulted in information from another hospital not being forwarded. I had to arrange myself the Isotope bone scan ,the CT scan and the biopsy. No one helped sort this out from the Manor. I also needed a code for my proceedure to be authorised by my insurance company, no one from the Manor were able to help other than surgest I pay for part of the proceedure myself. I had to aarange for my consultant to write to the insurance company for authorisation of the proceedure. I was refused an appointment for a pre-op assessment. I was told a nurse would ring me and ask questions over the phone instead. I made it very clear this was not good enough. When I turned up for my CT scanI I was told I could go to Radiology to have the pre-op assessment done. It was conducted in the waiting area of radiology and not done in private. Therefore everyone sitting in the waiting area could hear my medical details. Thats appalling lack of consideration for my privacy. When I had my biopsy done the nursing team failed to give me Gaviscon as requested by the Anaesthetist prio to surgery. I requested from my consultant a copy of all correspondance I did not get any copies so I had to obtain these from my G.P. The consultant sent me copies two months later. The experience has been appalling and I would not recommend

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Nuffield Hospital Oxford (the Manor)

I am sorry to hear about your experience at Nuffield Health Manor Hospital. I would welcome the opportunity to discuss this matter further, please give me a call on 01865 307777. Simon James - Hospital Director.

Updates, changes and questions related to this story