"long wait"

About: Queen's Medical Centre

after coming to the clinic since 2010 with TMJ and not really having much said to me about treatment other than to try a splint (which i have used for 4 years with no progress) i brought my partner to the appointment with me as he wasnt happy with the treatment given. After him being firm with the doctor a light 30 minute operation was decided which i was happy with. I received a letter telling me to be there for 8am and to not eat or drink for the hours stated. my last meal was the night before and i had to wake up at 6am for a glass of water. when i arrived at 8 they put me in my gown with the socks you have to wear. i thought great ill be out for lunch time then and i will be able to eat. Lunch came and went and i was so emotional as i hadnt ate or drank in such a long time. my partner asked the nurses for a time for the operation as he saw me getting distressed to which they replied it would be about 3-4ish. my partner told them they should of told us when we arrived as i could have ate in the morning afterall to which they replied it was all on your pre op letter. he took the letter out and showed them stating no time and the fasting instructings and they shrugged him off. having to wear a gown for all of that time is not modest or comfortable and i was cold for the morning. but when they told me to put the gown on it suggests to be the operation will be soon. after my operation they said i needed to eat drink and go to the bathroom before i could leave. i did all of this within 10 minutes and my partner helped me get dressed. he called the nurse and told them i was ready to leave and the nurse said i needed to wait my turn and went to everyone else in the room before coming to me. once the nurse took the needle out of my arm i got up with the help of my partner and got my medication and went home. nothing was said to me about having this massive wait, didnt get home until 8pm and i was tearful because i was so hungry. if they would have told me the wait as soon as i got there i could have made arrangements to have breakfast. but in my pre op assessment they told me i would be in my operation in the morning. there was no communitcation and i didn't enjoy the visit at all. my operation was at the begining of april with them saying i will have have a pre op in six weeks, a number of my appointments were cancelled and i wasnt saw until late august, with little improvement in my jaw i was discharged and told to buy a splint. looks like its back to square 1 then...

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Responses

Response from Nottingham University Hospitals NHS Trust

Thank you for getting in touch. We are sorry to hear that you felt we didn't communicate with you as effectively as we could have done, and didn’t keep you informed about next steps in your treatment which caused unnecessary anxiety and distress. We would like to look into your individual case so that we can more fully understand where we may need to do things differently to improve the experience of future patients, including how we can work with patients to improve the quality of our written information, so that we more clearly set out before patients come into hospital what they can expect in our care. If you would like to provide us with more detail please contact our patient advise and liaison service on 0800 183 0204 or via email at PALS@nuh.nhs.uk and they will help us to provide a more full response to the helpful concerns you have raised.

Response from Queen's Medical Centre

Thank you for getting in touch. We are sorry to hear that you felt we did not communicate as effectively as we could have done and didn’t keep you informed about next steps in your treatment which caused unnecessary anxiety and distress We would like to look into your individual case so that we can more fully understand where we may need to do things differently to improve the experience of future patients, including how we can work with patients to improve the quality of our written information too, so that we more clearly set out before patients come into hospital what they can expect in our care. If you would like to provide us with more detail please contact our patient advise and liaison service on 0800 183 0204 or via email at PALS@nuh.nhs.uk and they will help us to provide a more full response to the helpful concerns you have raised.

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