"Communication is very poor"

About: St George's Hospital (Tooting) (London)

I brought my dad for a small day surgery operation last Thursday (30/04/2015) he recieved a very poor service. Having already had his surgery cancelled on the day of surgery previously he was told to come back in last Thurday at 7.30 am. He was swiftly seen by the nurse and doctor having bloods and an ECG carried out with no problems then we started the long wait. At 11 am the matron spoke to us by chance and told us my father is last on the list so could drink up till 1pm I asked what time his surgery wil be 3pm. If the matron didn't talk us by chance my dad wouldnt have known he could drink and this also meant the minimum wait would be seven and a half hours which we accepted as emergancies happen ( I myself work in day surgery in a different trust so understood. At around 3.30pm we enquired again about when my dad was going to theatre we were told 6pm so I headed to PALS after this the service manger come to speak to us, she was very understanding and tried hard to help us I cannot fault the service she provided. 6 O'clock came and went still my dad was not called to theatre I had to keep chasing the nursing staff for information we were told from 3.30 my dad would be next.. My dad was cancelled at 6.45pm and told he would be done first on the morning list which he was. What I would highlight from this experience that there is poor communication between the theatre and nursing staff. Communication given to patients waiting is extremely poor as we spent the whole day chasing after people to get information no one came up to us at any point. If someone had said to us earlier in the day his op wouldnt happen we could have gone home I think 12 hours waiting for surgery is disgusting. I would not recommend St Georges to any of my family or friends.

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Response from St George's Hospital (Tooting)

Thank you for taking the time to post feed back about your experience at St. George’s Hospital. We are very sorry to learn that it was not up to the standard we would expect for our patients. Your comments about the communication on the day will be sent to the service manager. The Patient Advice and Liaison Service is available by email on pals@stgeorges.nhs.uk or by telephone on 020 8725 2453 where staff can put you and your father in touch with the service if you would like to discuss the communication further.

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