"Very poor, common sense was not used and..."

About: Leicester Royal Infirmary

What could be improved

I was scheduled to attend a wisdom tooth surgery at the Day of Surgery Unit on the 19th January and was given a letter stating that I needed to arrive by 7.30am. Upon arrival I was told I was 3rd in the list but was not given an estimated waiting time. at 12pm 3 other people arrived for the same surgery, and at 1.30pm one of them was taken down for surgery, at this point me having waited 6 hours. I had already asked at 10am, and 12pm how much longer I was going to have to wait and was told I was next on the list. After witnessing the new arrival being taken down in front of me, I complained. The nurse on duty was helpful and rang down to the surgery unit to find out I had been canceled. When I asked why the new arrivals were taken down before me, instead of canceling one of them, I was informed that this was because they were on the afternoon list with a different surgeon (Scheduled boxes on a white board should not be concrete if your operating on a first come first serve scheduling, and its common sense if there are 2 wisdom tooth surgeons to move the patient that has been waiting 6 hours in front of the afternoon list that has been waiting 1). The female nurse asked for someone 2 come up to explain why I was being cancelled, but she was told that no one was available. On arriving home I received a phone call apologising for the cancelation and rescheduled for Monday (now losing 2 days) and was told I would be fast tracked on the day to make up for the inconvenience. On the Monday I was in a different day surgery unit, scheduled to arrive at 12.45. After waiting an hour and a half I questioned the waiting time, where it was explained I was 3rd in the list, however there were 2 sergeons on duty, and was eventually taken down at 3.45 having to wait 3 hours when I was supposed 2 be being fast tracked for the initial 6 hour wait and cancelation.

Anything else?

I was additionally told after the initial 6 hour wait that the reason they asked everyone to arrive at 7.30, rather than staggering appointments, was so that if on the off chance that someone who was scheduled for 7.30 didn't turn up, they would not have to wait until the next arrival to start working, which is the reason I had to wait 6 hours before being cancelled. This is unacceptable, and scheduled appointments would leave much more room re-organisation and flexibility.

Additionally as I had been there since 7.30, and they new I was still waiting at 10am, common sense would have dictated ringing someone scheduled to arrive at 12pm, and rescheduling them, before they arrived, rather than cancelling someone who had already been waiting for 6

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Responses

Response from Leicester Royal Infirmary

Thank you for taking the time to share your experience and I'm so sorry that it was such a bad one.

I've passed on your comment to the lead for the DOSA. If you feel you would like a more detailed response about what happened, please contact our Patient Information & Liaison Service (PILS) on freephone 08081 788 337 who will be happy to enquiry for you.

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