"Spouse's surgery"

About: St George Hospital / Day Surgery 6A

(as the patient),

We arrived at the Day Surgery Unit at 6.30 am for 7.00 am appointment, spouse was called to do blood pressure etc. by a great nurse. At 10.00 am my spouse was called to go through to get ready for surgery, I was told to say goodbye and I got a phone number from reception to call.

I was told to wait four hours, I did and when I rang I was told my spouse was in surgery and to call back in another four hours. I waited an hour and called again getting more worried and anxious. I was now calling half hourly and being told nothing. At 6.30 pm when I called I was told my spouse was in recovery, I asked if I could speak to somebody there and was told no and to just keep calling. At 7.00 pm I was told that my spouse was still in recovery waiting for a bed so I asked if it got late would I still be able to see my spouse, I was told that was up to nursing staff on the ward. At 7.30 pm I was finally told that my spouse was going to a ward.

I am very upset by my experience and feel it would have been helpful to me to be informed to what was happening. I was told at the start that surgery was at 10.30 am, I finally found out when I attended the hospital it took place at 1.30 pm. It would have been nice to have got a call from the hospital letting me know that everything was ok after surgery but got nothing. Instead I was left for 10 hours not knowing what was happening, I feel it was not very professional. I don’t feel the staff I dealt with at St George Public Hospital has any compassion or a heart. Thank you for nothing .

Responses

Response from Leisa Rathborne, General Manager, St George Hospital

picture of Leisa Rathborne

Dear Upset and angry,

Thank you for taking the time to provide your feedback. I was very saddened to hear of your experience with our Day Surgery Unit.

It is clear from your feedback that our communication could have a lot better and I would like to apologise that we let you down in this regard.

I would like to investigate the concerns you have raised and I ask that you contact our Patient Experience Manager, Ms Kath Helling, on 9113 2687 to discuss your experience further.

I thank you again for taking the time to provide your feedback as it helps us to improve the services we provide.

Kind regards

Leisa Rathborne

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