"The only good experience was from ..."

About: West Middlesex University Hospital

(as the patient),

What I liked

The only good experience was from the surgeon who was helpful came saw me before surgery and i had dicussed with him about i have difficulty swollowing tablets and i would prefer liquid especially on this occasion as i haveing work done in my mouth, which he made sure i received the painkillers in liquid form which he did ask me to remind him before surgery but i forgot my self as was nervous but he rembered which i found was good.

What could be improved

I got referred to the hospital from my dentist the have extractions. The consultant in oral surgery i was meant to see cancelled my appointment 3 times due to illnes making my appointment time about a 2 months wait, then i was passed on to day surgery and when i received my letters stating my pre-assesment date and surgery date, i noticed my pre - assesment appointment was a day after my surgery. I then had to get the dates changed which i then had to wait longer as they were fully booked. when i went for my pre - assesment i was waiting in the waiting area and there was a member of staff shouting they had lost someones notes and didn't know what the pateint had been given, then my appointment was delayed the nurse who was seeing me had to sort out a problem with a patient before me she forgot to do a MRSA test on them. My confidence slowly going down as i meant to have surgery in this place. Then when i went in then morning for my surgery i was speaking to the nurse about what my mum should do while i am in surgery as they don't have a contact number and she is not sure whether to wait i was then assured that they will go and talk to her and explain. When i came round after surgery and was nearly ready to go home, the nurse was quite loudly dicussing that they did not know where my mum had gone and had no contact with her and that what would they have done if there was a emergency. This was not helping my recovery as i was now not convinced the nurse done what she assured me she going to do and speak to my mum who is meant to escorting me home she eventually came in and she had been told earlier by the receptionist to go home as its too long procedure to wait in the waiting area and the nurse did not speak to her before hand for a contact number or anything.

Anything else?

Improvements would be when nurses reassure you they will do something they follow it through.

Not yelling out when things have gone wrong as they did drop my confidence of haveing surgery there as they seemed very unorganised losing things, forgetting things .I understand they have alot responsibilities but im sure there is a way to minimise these issues.

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Responses

Response from West Middlesex University Hospital

We are sorry to learn of the difficulties you experienced in our Day Surgery Unit and we would be more than happy to investigate the issues you have raised. Our Day Surgery Unit usually receives very positive comments from patients so we would be particularly interested to hear from you to ensure we iron out any issues for future patients. Our PALS (Patient Advice and Liaison Service) would be pleased to hear from you, and can be contacted on 020 8321 6261 or email pals.service@wmuh.nhs.uk