"Wasn't informed"

About: Essex County Hospital

Had a biopsy booked, to my knowledge as a local anaesthetic surgery. Got a call on the Friday to tell me it was booked for the Tuesday at 7:30am, that it wasn't the woman's normal job and someone would call me on the Monday from admissions. Monday came, nobody phoned. Chased the ENT admission number down. No answer, left a message at 2pm. Called again at 3pm and the message on the answer machine said that she goes home at 2:40pm. Called the surgical ward where I was due to have surgery. They confirmed that I was on the list but that's all they could tell me. Arrived at the surgical ward on the Tuesday at 7:30am to be told I was having surgery under general anaesthesia and was down as an overnight patient. It was only by sheer luck that I hadn't eaten or drunk anything other than water. Otherwise I wouldn't have been able to have the surgery. As it was I had to reorganise stuff and take days off work that were not expected. It was a stressful situation as it was, having lumps removed, but to have not been informed about the surgery I was having, how to prepare and what I needed to arrange just added to the stress.

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Responses

Response from Paul Searle, Head of Communications, Colchester Hospital University NHS Foundation Trust

picture of Paul Searle

I apologise you’ve not had a good patient experience.

We try really hard to improve our services based on the comments we receive from our patients, their relatives or carers and so we have passed your comments onto the relevant staff

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Response from Essex County Hospital

I apologise you’ve not had a good patient experience. We try really hard to improve our services based on the comments we receive from our patients, their relatives or carers. We would like the opportunity to discuss your experiences more fully and to apologise in person. If you are willing I would appreciate it if I could ask the matron to contact you. Could you email me, using the reference “Ear, Nose & Throat at RDEEB-Essex County Hospital at 10/07/2014 17:39:19”, please? Many thanks Paul Searle, Head of Communications Colchester Hospital University NHS Foundation Trust info@colchesterhospital.nhs.uk

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