"I think you could say that Frenchay..."

About: Frenchay Hospital

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As carer, I drove your patient (a round trip of 2.5 hours) to the Day Care Unit to trial a spinal cord stimulator. Shortly after arrival we were advised that no recovery bed was available and the procedure was therefore canceled.

Your lack of consideration and pathetic administration caused great distress.

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Response from Frenchay Hospital

Dear Mauriceone

Thank you for taking the time and trouble to detail your comments about the Day Care Unit. Please accept my apologies that the service was only able to reinforce your poor expectations. This is certainly not what we would want or expect for any of our patients.

I note that you detail that no recovery bed was available. The reasons for this are usually that an emergency admission has meant that planned procedures have had to be re-assessed and where necessary this does unfortunately sometimes mean a last minute cancellation. Such action is only ever taken as a last resort and where time allows we would always endeavour to contact the patient and or their carer to ensure no wasted journey is undertaken. I am sorry that it appears this was not possible in your case.

I would be very happy to investigate all the circumstances surrounding the cancelation and to consider if any recompense in terms of unnecessary travel should be considered.

If you wish to take up my offer of investigation please contact me at complaints@nbt.nhs.uk and provide the patient details a copy of their consent to investigate and I will be very happy to look into the matter.

Kind regards – Steve Sykes

Advice and Complaints Manager

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