"Mix up for an operation."

About: Queen Elizabeth Hospital / General surgery

(as the patient),

I was due to go into the Q. E. Hospital in Birmingham for a muscle biopsy. I arrived at 08. 00. At 08. 30 a doctor called me in and kept asking about my heart and breathing. When I told him that they were fine he asked me why I had come in for a Bi pass. I said I had not and it was a Biopsy. He told me to wait. A nurse came in and said I was in the wrong ward. It was the one I was told to go to. She then took me right across the hospital to another ward where I was told to wait for a general anaesthetic. I said I thought I was just having a local one. She said she would check. 5 hours later the doctor who was doing the operation came in and said the operation had been cancelled because he refused to operate in that operating theatre. When he found out that I had not eaten or been offered a drink he went spare as I am a diabetic. He said I was never going to have a general anaesthetic. He arranged a meal. At 14. 30 I was allowed to go home. No operation and no date for one. Not only did I loose a days pay, had 2 taxi rides, and still no further on.

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Responses

Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust

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.

We are very sorry that you have not had a positive experience and that you were given conflicting information about your procedure. This is certainly not the type of experience we aim to provide. The senior staff responsible for the area where you were treated are very keen to investigate what has gone wrong and take action to improve the service they provide. Without further details they are unable to fully do this so they would be very grateful if you would provide contact details so they 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.

Response from Queen Elizabeth Hospital

Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust on 23/09/2014 at 18:03 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. We are very sorry that you have not had a positive experience and that you were given conflicting information about your procedure. This is certainly not the type of experience we aim to provide. The senior staff responsible for the area where you were treated are very keen to investigate what has gone wrong and take action to improve the service they provide. Without further details they are unable to fully do this so they would be very grateful if you would provide contact details so they 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.

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