"Cancelled Surgery"

About: Derriford Hospital

DaughterdDue for surgery tomorrow, arrive home from work at reasonable time 5pm to find answer phone message that unfortunately they've had to cancel op because wait for it " they've lost my daughters hospital notes" message left 2:45 pm please call back !!! Ring and ring and ring and ring tried 5 different numbers , tried switchboard , can you believe in this day and age that they do not have answer phone facilities. Do I turn up tomorrow at 7.30am or no, because no one in derriford works past 4:30. When they offered her the operation as a cancellation She was told to call ASAP or they would offer to someone else , again couldn't get through. Bad customer relations Derriford , my daughter was petrified of surgery but built herself up, booked leave of work, I took leave to take her . The most irritating part is the fact that you cannot talk to anyone. PALS were the only ones who answered and were polite

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Response from Claire Jukes, Patient Experience Support, Plymouth Hospitals NHS Trust

picture of Claire Jukes

I was very sorry to read the issues you and your daughter experienced following the cancellation of her operation. I would very much like to look into this further for you both; as the Patient Opinion website is anonymous I’d be very grateful if you could email me directly to claire.jukes@nhs.net.

With best wishes

Claire Jukes

Patient Experience Support Manager

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