"cancellation of operation because blood tests results weren't checked until 30 minutes before operation and failure to reschedule operation until after complaint has been dealt with. "

About: Leicester General Hospital / General surgery

(as a relative),

My mother had a pre-op check in late December, for surgery scheduled in early January. After 3 days of preparation for the surgery, including restricted diet and high doses of senna, in itself an unpleasant experience, she attended hospital for the operation. She was informed she was 2nd on the list, but a short while later, she was then told her blood test results had been looked at, she was too anaemic to have surgery and the surgery was being cancelled.

She was given blood transfusions, discharged the next day and told she would be called back in 2-3 weeks for the surgery. At no point, despite being asked, was an explanation given about why the blood test results were not checked until just before surgery.

A complaint was put into PALS and a meeting was offered to the family with the consultant. This was accepted, on the proviso that the surgery would not be delayed because of this meeting. PALS gave this assurance.

After 3 weeks, there was still no sign of a new date for the surgery. When I contacted the waiting list administration, I was informed that there would be no date forthcoming until the meeting with the consultant and the family was aware of this. This is not correct.

I feel my mother has clearly been discriminated against because her care and treatment is being delayed because of the complaint being made.

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Responses

Response from University Hospitals of Leicester NHS Trust

I am deeply sorry for the miscommunication that has left you feeling confused and anxious about your mother’s care.

I can say emphatically that your complaint has had absolutely no effect on the care of your mother. Any concerns raised about care in our hospitals in no way disadvantage patients or the future care they receive.

The Consultant Surgeon (Mr Scott) is currently on holiday so is unable to speak to you to answer your specific queries, however if you would like to call my colleague Michelle Wain on 0116 258 5999 and leave your telephone number I will call you back.

Kind regards,

Julia Ball, Divisional Head of Nursing for Planned Care

Response from Leicester General Hospital

I am deeply sorry for the miscommunication that has left you feeling confused and anxious about your mother-in-law’s care. I can say emphatically that your complaint has had absolutely no effect on the care of your mother-in-law. Any concerns raised about care in our hospitals in no way disadvantage patients or the future care they receive. I know that since you posted this comment that you have met with the consultant and hopefully your concerns have been allayed. However, if there is anything that is still upsetting you please contact me - julia.ball@uhl-tr.nhs.uk Kind regards, Julia Ball, Divisional Head of Nursing for Planned Care

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