"Communications Issue"

About: West Middlesex University Hospital

I received a letter dated the 9th December 2015 (attached) stating that my mothers operation would be on the 19th of February 2016 and for the morning admission at 07:30.

When it came to the day we went to the Day Surgery Unit and signed in. I was furious when I received a call from my mum saying that she hadn't even entered the operating room yet as there was a mistake on the letter that was sent. Her operation was in the afternoon and she should have been admitted in to the afternoon session.

She had not eaten all night, as the leaflet told her she has to fast, and no one on the ward even knew what time she was meant to be admitted. She only found when the person administrating her anaesthetic told her that she was meant to be admitted into the afternoon session.

During her operation her BP rose to 200+ due to her not having eaten and going all that time without food is a stupid amount for a mistake done by your central admissions department.

I am really angry and disappointed that no one had picked up on this. Does no one proof read these letters before they are sent out? It's a shame this had to be found out on the day from the person administrating the anaesthetic and not a single person on the ward knew. Do you not even have this on any systems? Surely someone could have told her that she can go home and have something to eat then come back in the afternoon? I'd like to know why this wasn't picked up before hand? and hopefully ensure this doesn't happen again.

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Responses

Response from West Middlesex University Hospital

Thank you for taking the time to provide us with your feedback. We are very sorry to hear about your mother's experience and would urge you to contact pals.service@wmuh.nhs.uk so we can investigate this further and respond to your questions directly. Thank you.