"surgery cancelled less than 24 hours before I'm..."

About: Queen Victoria Hospital (East Grinstead)

i was due to have surgery at this Hospital on August 13 after finding out I had a donor for my cornea. I had prepared myself for this, taken the time off work, booked trasportation to the hospital as I was due to arrive on August 12. I left work on August 11 at around 4pm and everyone wished me luck on my surgery and all was fine. As soon as I got home at around 5pm, I recieved a phonecall from the hospital telling me that they were postponing my surgery for another day.....this was less than 24 hours before I was due there, I told asked them "why are you just calling me now, less than 24 hours b4 i'm due there" all they said was "Sorry" this is the was it is. I said "i've made bookings and taken time off work for this and my partner has booked time off to look after me, they have already made altenative arrangements to cover us at work and we cannot get this time off again" they simply said "Sorry" this is the way it is....I'm so furious at the timing and the "dont care attitude" I was given. I've lost a lot of money on bookings, unpaid time off work for both me and my lpattner and yet all I got was "Sorry" thats just the way it is....Tried calling the complaints line, only to get a voice message saying the person who deals with complaints is on holiday till August 19....shows how badly managed this place is, only 1 person is a customer expirience manager? Words cannot express the dissapointment and the don't care attitude given. After spending close to a year on waiting list only to have to get a call less than 24 hours b4 i'm due to arrive telling me its cancelled....Wow just wow.

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Responses

Response from Queen Victoria Hospital

Dear Brian

Thank you for alerting me to the negative experience you have just had with our hospital. This is not the kind of service we aim to provide and I am sorry about the inconvenience this has caused to you and your partner. If you would like to discuss this with me please call me on 01342 414360.

Kind regards Jo Thomas, Director of Nursing and Quality

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