"Poor communication"

About: St John's Hospital / Ear, Nose & Throat

(as the patient),

Had consultation with surgeon in April 2015 regarding operation on rhinophyma (nose).

Was advised timescales for operation are within 12 weeks. Received operation date for June which was cancelled the day before my op in June- rescheduled for two weeks later in June, cancelled day before that opperation.

I did not hear any update following second cancellation although I tried to contact them- no one replied.

Eventually rescheduled an appointment for end of October where they advised notes had been lost, apologised for delay but in fact operation had now been booked for the incorrect department (laser instead of plastic surgery).

Had further pre-op for planned reschedule 2 week period. Then had another phone call to advise theatre could not be booked for 4 weeks. That Was 4 weeks ago I have heard nothing since.

This condition is causing me to have difficulty breathing and I have been worked up and ready for it three times.

On the third occasion I was in hospital fasted before I was advised it could not go ahead. This has caused a lot of stress for my family and has affected me psychologically too. I'm very disappointed in the service I have received.

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian

Hi Fraser36

I am sorry to hear about your difficulties and would be happy to look into this for you as it sounds as though you have had a difficult and frustrating time and not had the service that we would hope for.

I would be grateful if you could contact me at (feedback@nhslsothian.scot.nhs.uk) or give me a call on 0131 536 3370 and I look forward to hearing from you.

Kind regards

Jeannette Morrison

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