"Excellent medical care but left very angry"

About: Colchester General Hospital

I came into Elective Care Centre on Tuesday 2nd December. As usual all of the medical staff were excellent. The pre op team, Consultant and Anaesthetist were all amazing and well supported by the Nurses . After my op I was transferred to Mersea ward where again the Nurses and support team were very professional, caring and informative. So where did it all break down. Once Administration got involved. I was informed by my Consultant at 8.30 am that all had gone well and He would arrange for my release papers too be raised. After numerous requests from me, negativity was the name of the game. Nurses got involved because the needed my bed this did not motivate Administration. At 3.00pm I became less understanding and insisted on being given my papers. The Mersea Ward Sister notice I was getting agitated and spoke to Admin. Within 5 minutes I had my paperwork. More evidence that the medical staff care. My parting view of Colchester General was one of what a shambles. Of course this is unfair in relation to the medical team. Admin need to understand the principle of leaving a good impression as they are the last people we as NHS Customers deal with. Thank GOD for the medical team because if the were as inefficient as the admin team we would never be cured.

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Response from Colchester General Hospital

I apologise you’ve not had a good patient experience. We try really hard to improve our services based on the comments we receive from our patients, their relatives or carers. We would like the opportunity to discuss your experiences more fully and to apologise in person. If you are willing I would appreciate it if I could ask the matron to contact you. Could you email me, using the reference “Comment on Urology at RDEE4-Colchester General Hospital at 07/12/2014 15:38:33”, please? Many thanks Paul Searle, Head of Communications Colchester Hospital University NHS Foundation Trust info@colchesterhospital.nhs.uk

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