"Concerns after my operation cancelled"

About: Cumberland Infirmary / General surgery

I am a disabled pensioner who was meant to be having an operation at the hospital today. Because of previous strokes I have to take warfarin every day to thin my blood. The hospital told me to stop taking my warfarin for 5 days before my operation and a nurse was coming out to my house every day to give me a blood thinning injection instead. I had also not eaten since midnight the day before. When I got to the hospital I was told my operation was cancelled, but I don't know why. They could not tell me when I would have the operation. When I asked what to do about taking my warfarin again they said that was not there problem and I had to go and ask my GP.They then made me get a taxi home even though I am meant to have hospital transport because of my poor mobility. When I rang my GP I was told that no GP was able to help today because of something to do with configuration and to try and make an appointment in the morning. I now have no idea if I should be taking warfarin because the hospital said it was not there problem. I'm worried that as I'm not getting the injections anymore and don't know how much warfarin to take I will have another stroke or more clots. It is very very bad planning and terrible communication from the hospital.

Story from NHS Choices

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Responses

Response from Cumberland Infirmary

We are very sorry to receive your comments and concerns via NHS Choices/Patient opinion website about your experience of our Surgical department and your planned surgery.

The events that you describe about lack of information surrounding the cancellation, the communication about your medication and lack of patient transport are not our usual standard and were clearly very distressing for you; being treated this way is never acceptable.

Without further investigation it is difficult to ascertain what went wrong and due to your anonymity I am unable to look into this any further at the moment.

If you are unhappy with the care or treatment that you have received you have the right to complain.

The PALS team (Patient Advice and Liaison Service) can help you through this process or put you in touch with the senior staff members who may be able to discuss your concerns with you.

They can be contacted on

• 01228 814008 between 8.30am and 4.30pm, Monday to Friday.

We do value your feedback and I will share this with the relevant senior staff within the department.

Once again please accept my sincere apologies for the poor experience resulting from your visit during October 2016.

Alison S-D

Patient Experience

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