"My surgery was cancelled"

About: Queen Elizabeth Hospital / General surgery

(as the patient),

I was due for surgery in early Nov. I live near Rugby so booked a room for the night of the at a hotel so as to be ready at admissions for 7. 0am. Nil by mouth from then on, sat and waited, seen by nurses etc, just a mouth wash available.

I saw other patients go in, but I was last on the list with a red dot by my name, no bed available. I had phoned my daughter twice to say nothing had happened, when she walked in, driven from Southam. I was so surprised but she'd had 'bad feeling' about being cancelled. Vouchers for the restaurant but most had been cleared away.

I was shaking with exhaustion by then but at least I had a lift home, not had to catch a train. Dogs in kennels, train fare and hotel room set me back £100, then there is the cost to NHS of theatre staff unable to carry out surgery.

I was told it would be 1-2 weeks and I would get another date. Two weeks and not a word. In a new hospital there is no spare capacity.

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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 your operation was cancelled. This is certainly not the type of experience we aim to provide as we understand the frustration and distress this can cause. There are occasions when surgery is cancelled due to circumstances outside of our control; we are working hard to ensure the risk of this happening is minimised. Where patients are cancelled we endeavour to offer a new date as soon as possible.

If you have still not been offered a new date please make direct contact with us so that we can try to rectify this.

Our Patient Advice and Liaison Service (PALS) team will be pleased to assist.

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

This feedback was originally posted and responded to via the Patient Opinion website. Please see response below: Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust on 21/11/2014 at 16:03 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 your operation was cancelled. This is certainly not the type of experience we aim to provide as we understand the frustration and distress this can cause. There are occasions when surgery is cancelled due to circumstances outside of our control; we are working hard to ensure the risk of this happening is minimised. Where patients are cancelled we endeavour to offer a new date as soon as possible. If you have still not been offered a new date please make direct contact with us so that we can try to rectify this. Our Patient Advice and Liaison Service (PALS) team will be pleased to assist. 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. LN75 thinks this response is helpful

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