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Cleveland Clinic London Hospital 2022-12-17 Person 3 5 0

I had to request things numerous times. My room was cold. I asked three people to help. It took four hours to resolve. Pharmacy visited at 2pm, medications arrived at 23.30, I strayed requesting them at 21.30. Your all dat service is advertised as opening at 5 am. I tried to order a coffee at 6 am, I finally got one at 7.30. Seeing how bad the communication is I started nagging about my discharge at 6.30 am in order to achieve it by 11.30 am. I had to remember all the protocols: my meds, my obs, someone needs to change my dressing, where are my discharge papers etc. I saw lots of lovely nurses but I felt I needed to keep explaining things to everyone. I spent my first 4 hours in a cold room with no one knowing when my operation would be. My surgeon and then the anaesthetist visited, but there was a further delay explained by a missing pathologist and/or juggling with theatres, yet recovery seemed empty. I hadn’t eaten or drunk anything and I was tense, not knowing how long I would wait. Honestly I think the quality of medical care I received was excellent but the organization was pitiful and I feel I paid a lot of money for an extremely unsatisfactory service.

Improve hand overs. Deliver services promised. Find out what is going wrong with communication between patient and staff. Don’t give me a lovely app one day one which allows me to order things then it is not available on day two. Don’t say ‘warm blankets’ when I get freezing cold thin ones. Don’t say all day menu unless you have the staff to deliver this and my nurse should not have to get me a coffee.

I think he could have communicated with me directly between end of op and follow up appointment but he still may do

Medical staff were charming