"Pre-Assessment for Knee Replacement at Ashford"

About: St Peter's Hospital (Chertsey)

I was told to expect 2 to 4 hours for "education" and Assessment. Arrived on time at 12.30 and "Education" was ok. After that went to Assessment at the Tennyson Suite. First action was to have an ECG on floor 2 - as was everyone else's. Trouble was that ECG was closed for the day and I, and everyone else, ended up waiting for a couple of hours for what we do next. A "nurse" from the Tennyson suite turned up to see what the problem was and then proceeded to run the ECG process so that we could all proceed on to the Assessment. Excellent professional, but why did they have to do what was clearly not their specialism? Apparently the ECG staff were all at a Training day.

It seems that the very competent medical staff you have are totally let down by your failure to manage inter-departmental arrangements. I encountered a similar problem a year ago with the x-Ray department at Chertsey.

Does anyone at St. Peters coordinate departmental inter-dependence? Seems a pretty fundamental management requirement for any organisation.

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Responses

Response from St Peter's Hospital

Dear Harry We are very sorry to hear that our services on the day you visited were not as joined-up as we would expect them to be. As you rightly say, it is important that departments liaise with each other and share information about changes to their usual services. On this occasion there was clearly a miscommunication and we apologise that you and the other patients were delayed as result. However, we are pleased to hear the nurse from the Tennyson Suite took charge of the situation and was able to perform the ECGs – we will pass your kinds words about her back to the team. We have passed all your feedback onto the pre-op assessment and ECG teams in order to try and ensure a similar situation does not happen again. If you would like to discuss your experiences in more detail then please contact our Patient Advice and Liaison Service on 01932 723553

Many thanks for taking the time to share your feedback.

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