"I accompanied an elderly neighbour 82 for an eye..."

About: Queen's Medical Centre

We were told to arrive at 0730 for operations starting at 0830? We arrived at 0650 to ensure we had a parking place. The eye department east block D floor opened as we arrived. We booked in and sat down. About 0800 the patient Margaret was called to have blood pressure and sugar levels checked. Margaret was told the previous day to ensure she had a light breakfast prior to surgery. After the checks she was told to go to the operation waiting area, she asked if I her escort could go with her. She was told No, so we stayed together in the main waiting area. about 1230 Margaret was given some paracetamol? around 1330 she was called for the operation? I told her to complain to the doctor that as a type 2 diabetic she had had no food or drink since 0530 and had been waiting since 0650 and at no time was she given an explanation for the delay even though she asked a nurse several times but was told 'she could not answer why?' Notices on the wall stated patients should be prepared to wait up to 4 hours. Afternoon surgery started at 1230? Margaret did not go for surgery till after 1330 so why did we have to attend for the 0730 morning session? Why was no explanation given to the delay? Margaret's records should have indicated she was type 2 diabetic and being told to have a light breakfast prior to the operation - 6 hours later no food or drink was offered to her? As her escort I was reluctant to go down to the cafe on A floor in case Margaret was called and her belonging were left unattended. I feel the delay was unacceptable and at no time were we kept updated. When Margaret complained to the doctor she was told that this was discussed the previous day and that people having general anaesthetic took priority over those having local anaesthetic. Margaret said this was not the case as a patient we spoke to in the waiting area had a local anaesthetic and had left before 1200 having had her surgery? Margaret was given some sandwiches about 1530 after surgery.

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Responses

Response from Nottingham University Hospitals NHS Trust

Thank you for writing and sharing the experience that you and your neighbour Margaret had while attending her appointment at our clinic. We appreciate you letting us know where we could have done better, and I am sorry for any delays and long waits that Margaret experienced. We will be looking into what happened and if you would like to get in touch with me to discuss the concerns you raise, you can contact me by email at hannah.docherty@nuh.nhs.uk.

Hannah Docherty

Matron, Head & Neck