"GP Comment"

About: University College Hospital

What I liked

The admission procedure and operation went very smoothly as did the first few days of my stay. I felt supported by staff who were always ready to listen and to help.

What could be improved

The OT service was pretty bad. I was told one thing and when I questioned it later was told that they'd never said that. I was not supplied with the aides I needed until 2.5 weeks after discharge despite being told I couldn't possibly leave hospital without them. There was very little physio support available and I had to plead to get a follow up appointmentAdmissionsFollow upServicePhysiotherapistsSupport staffAppointments

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Response from University College Hospital

Thank you for your comment, UCLH NHS Foundation Trust values patients feedack and any recommendations they can make towards improving our services. We were very pleased to hear about the positive experience the author had during their admission and after surgery.

We are equally sorry to hear that the author’s experience with therapies did not meet their expectations. Based on the limited information we have, it is difficult to identify what went wrong in this instance but if we are provided with more detail, we will certainly investigate the matter fully to ensure patient expectations are met in furture.

Our occupational therapists and physiotherapists work across a number of specialities and follow clear treatment pathways for patients who need support once they have gone home after surgery. Some patient groups come in to see our Therapists before their operations to ensure that they know what the Therapy input will be during their admission and afterwards. This also ensures equipment needs are discussed and arranged in plenty of time and therefore available on discharge.

We take patient comments and feedback very seriously and would be interested in investigating the issues around Therapy input on this occasion. Our PALS office is available to be contacted with more details so we can improve our service. PALS contact details are 020 7380 9975 or by email to pals@uclh.nhs.uk

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