"Operation cancelled last minute"

I went in to the QE last week for a scheduled/planned operation which I had waited for since receiving results last year. After waiting 4 hrs in the admissions ward for my operation and having had all the preliminary post operative assessments and procedures, I was finally told by someone's admin minion that my operation was to be cancelled and offered no future date at that time my operation has now been reschedule by the surgeon and ops manager , had I not been proactive at the time involving the whole team and chased up myself at the time I would have not received any revised date or assurance I found the secretary to my consultant to have been most helpful with the senior surgeons help and approval, at he time my wife and i were upset&dissatisfied.the clinical admin of the hospital leaves a lot to be desired - the clinical staff just want to get the jobs done

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Responses

Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience. Thank you for your kind words about the secretary and senior surgeon that you found to be helpful. It is a real morale boost for staff to receive feedback like this from patients and their relatives. It means such a lot to know that the hard work, dedication and commitment of our staff is recognised and valued in this way. We are very concerned to hear however that your experience was so poor when you attended for your planned surgery, we are particulary sorry that the way the cancellation of your surgery was explained to you did not meet your expectations. This is not the type of experience we aim to provide. We are very pleased to hear that by speaking to senior staff at the time you were able to be provided with a further date for surgery. We are very keen to investigate what went wrong initially when the decision to cancel was communicated and take action where possible to improve the service we provide. In order to do this we would be very grateful if you would provide contact details so that senior staff can speak to you directly. If you would like them to do this please make contact via our Patient Advice and Liaison Service (PALS) team who will be pleased to put you in touch with the relevant staff members. PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 9am – 4.30pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.