"Great care but lack of communication"

About: Glenfield Hospital

I was diagnosed earlier this year with stage 3 breast cancer. Having gone through this with my mum several years before I had a good indication of what was to come. The staff in the breast care centre, from reception staff through to the consultant, were exceptionally well mannered, informative and understanding of my needs. Throughout my chemo treatment and follow up appointments at Glenfield, I felt nothing was too much trouble for the staff. My opinion however changed somewhat when I had my pre op assessment. I arrived early for my appointment and no one was there to greet me, I was sent from one office to the next, then over to the main building, then back to the breast care centre, then back to the main building. I was advised I would be there approx 1-2 hours, which turned into 5.5 hours. On the day of my operation, my husband came with me. We were advised at the preassessment that he would be able to stay with me leading upto me going down to theatre, due to my terror of anaethetics. When we arrived onto the ward, we were told quite abruptly that if he wanted to stay, he would either have to sit in the car or wait in the downstairs cafe.

Having had 12 previous major operations before at the Royal Infirmary and having no problem prior to my husband waiting for me, this came as a major blow. After my husband left, I overheard the same nurse saying to a colleague that " this ones going to be awkward". When you have been through what I and my husband have over the last 6 years, with me nearly dying twice in theatre, a little understanding would have gone a long way. Lack of communication is the key thing here, there were 2 waiting rooms on the ward with no one in them, so what would have been the harm?

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Response from Glenfield Hospital

Dear Reviewer,

Thank you for taking the time to post your comments. We are sorry to hear about your diagnosis and the difficult journey you have been on. We are, however, happy to hear about the excellent level of customer service provided to you by our staff. We will pass on your feedback to the team involved where it will be much appreciated. In regards to your concerns we are investigating the matter further. If you would like to discuss further please contact katherine.ward@uhl-tr.nhs.uk.

Kind regards,

Katherine Ward


Leicester’s Hospitals

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