"Problems with the booking system, cleanliness,..."

About: Salisbury District Hospital / Plastic surgery

In May 2016 I became aware of a small spot on my back which was not healing. I went to my GP who referred me to a Consultant at Salisbury Hospital. The Consultant saw me at the Plastic Surgery Outpatient Dept. on 25th June. They confirmed that I had a Basal Cell Carcinoma and that it would be removed under local anaesthetic. They said that there was a 6 week waiting list.

I expected to receive a letter within 2 or 3 weeks giving a date for the surgery sometime in August 2016. After several weeks with no letter I phoned the booking service and was told that waiting times were between 6 & 8 weeks and I should be contacted shortly. No letter came & further phone calls elicited the same response. After 9 weeks from the consultation I was again told about the 6 to 8 week wait, but pointed out that this time had now expired and I still had no news. I was then told that I had the choice of either 19th or 22nd September. I chose 19th. Sept.at 09.30. I arrived early and found Plastic Outpatients Reception where my details were checked and I was told to go to a waiting room. On the way I passed an automatic reception m/c which was "not in use". At the waiting room there was another receptionist who checked my details again.

I was called for my operation on time, and was dealt with courteously by the medical staff. During the operation the Surgeon had a problem with one piece of equipment when trying to stitch up the wound. This item had a blue tag fixed onto it when it was placed on the tray of used instruments. Everything appeared to have gone well. I was told that a water proof dressing had been put over the wound. I should arrange with my GP surgery to have this removed on 3rd October and the scar checked.

On Friday evening 23 Sept. I became aware that the wound was discharging. On Saturday morning I phoned the number listed on the paperwork (ext.4312 Laverstock

Ward) to get assistance. The person I spoke to seemed unaware that they were listed as a contact.

After discussing this with a colleague they advised me to go to the Drop In clinic in the centre of Salisbury. The drop in doctor inspected the wound, applied a new dressing, and prescribed anti-biotics. They also advised to go back there on Sunday morning to have the dressing replaced, and to arrange for Nurses at my GP surgery to change the dressing daily. As I write the wound is improving, but still not healed.

Story from NHS Choices

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Response from Salisbury District Hospital

Thank you for getting in touch, we hope you’ll soon be fully recovered.

This must have been an anxious time for you, and we are sorry we were unable to complete the procedure within 6 weeks of your appointment with us.

The comprehensive feedback you give is very useful, and we have shared your comments so we can learn from your experience.

If you would like to talk to us about what happened, please call our Customer Care team on 0800 374208 or customercare@salisbury.nhs.uk.

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