"New Administration System Awful!"

About: The Princess Royal Hospital (Telford)

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Following ankle surgery some 2 1/2yrs ago, the plates and pins were a problem and I was referred for removal. I then received an appointment for carpal tunnel surgery, but was told to contact the Consultant's Secretary once this had been done. I contacted the Consultant's Secretary and was told very bluntly to get my GP to re-refer me, this was done in January 2013. I did not hear anything until July 2013 (certainly not the 17 weeks you state on here) and saw another Consultant, this was then followed up by two letters, one for my Pre-Op and the other for my surgery date and time, this being 18 July, arrival 7.30am. We arrived at the PRH just after 7.00am to book in and noticed that all the other patients were being called in groups and there was myself and another couple left waiting. After a few minutes I heard my name being mentioned, then a nurse called myself and partner through and we went to a side room. We were informed that they couldn't understand why I was there because my surgery wasn't until that afternoon and that there must have been a mix up in administration. We were given the option to stay, the bed was there for me or go home and return at 12.30pm, we chose the latter. To say I was annoyed was an understatement, having fasted and prepared myself mentally for the operation...it was not the fault of the Day Surgery Staff, The Staff and Consultant, were brilliant...The Consultant went through every step with me, even down to the stitching. After the operation, we were told that we would have a follow-up appointment in 10-12 days to remove the dressings and see how things were healing. We had to call the Appointments Department having heard nothing and was told that the appointment wasn't until the mid/end of August, not 10-12 days! We then managed to get an appointment for the following Tuesday 24 July. On arrival at the Orthopaedics Department, we waited and waited, like a number of other patients. Eventually a number of people went to the desk, only to be told that Administration had done it again and double booked all of their appointments, even though they had been told she was on her own! We were in Orthopaedics for over 3 1/2 hours that afternoon and was seen by another Consultant who had to help out, by the time we left the waiting room was empty. The pressure you have put on all the Hospital Staff and Consultants alike by changing your Administration to one central unit is disgraceful. The Consultant, I believe was brought in to help with the backlog of work, she is by far one of the best Consultants I have ever seen and she takes the time to explain everything to you and put you at ease. All the Staff we spoke to spoke highly of her. She is worth her weight in gold literally and it would be a shame for her to leave because of the unecessary pressure put on her by the system getting it wrong! We could do with more like her in this world!

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Responses

Response from The Princess Royal Hospital

Oh dear. On the one hand really great clinical care from your consultants and their teams, let down by poor administration. We are working hard to improve this but clearly not quickly enough. Thank you for sharing your story, which gets right to the heart of frustrations for patients and staff alike.

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