"Happy With the Surgery, But"

About: Chase Farm Hospital

Anything else?

Two months ago I was admitted for throat surgery. Iarrived at my appointment time and all was ok. I was seen within a few minutes of my allotted time. Post-surgery I woke in the recovery area at around 3pm. There were others around me who had surgery at similar times. To cut a long story short there were 5 of us still waiting for beds to go to at 9.00pm, some 6 hours later. As of 11.00pm there was an other older gentleman and I still there - at this point I had been told I was going to four different wards for the beds not to be available. Eventually I discharged myself at around 11.30pm as it was clear to me (unlike the recovery nurse) that there was virtually no chance of a bed on a proper ward becoming available. As I left the older gentleman was being prepared to be wheeled in to the reception area they laughingly call a 'ward'. I spent 7 hours on a recovery trolly, being assured a bed would become available. It seems the Bed Manager was telling the recovery nurse one thing and when the nurse rang the ward she was getting a completely different story. If I was a cynic it would be easy to come to the conclusion that bare faced lies were being told, either to me or the nurse. Either way it was a completely frustrating experience. Not related to this incident specifically, but my experience generally with the Trust has been poor. I was mis-diagnosed over the extent of a fractured wrist, which will ultimately lead to further surgery and probable complete loss of movement as it will need to be fused. My GP referrred me for a diagnostic procedure only for the Trust to send me away when I arrived saying that it wasn't worth doing - yet the NHS web site describes the procedure as being one of the appropriate diagnostic treatments. I also feel the 12 week delay for a physio appointment is much too long.

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Response from Chase Farm Hospital

From reading your feedback, you have left with a very poor experience of the Trust and I apologise for that. As an organisation we are committed from learning from specific issues and from any mistakes we may have made. Hearing about where we can do better helps us to pinpoint where exactly to make improvements to the service we provide. As NHS Choices is annonymous to the Trust we are not able to identify you. It would be really useful if you contact the Trust on bcfpals@nhs.net with your details so that a manager can respond directly to the points that you have referred to in your response. I will leave with you at this stage.

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