Share review of Pinehill Hospital

Pinehill Hospital 2021-12-24 Person 3 5 0

My scores above do not reflect the direct care that I received, that was excellent. I was unhappy with the standard of communication from the hospital. Approximately, two weeks before my admission I had a telephone call checking if I was still intending to be admitted on the 2nd November which I was. I was informed that I would need to attend for a COVID-19 test on Saturday, 30th Oct, which was fine and that was all. I next had a call on either on the 20th or 21st Oct , asking me if I was in my car in the carpark waiting to be called in for my pre-operative assessment. I was at home, and that was the first I knew about it. After some wait on the telephone I was asked to attend on Monday, 25th Oct which I duly attended and was given an appointment for the second blood test on Thursday, 28th October at 13.15. On Thursday, 28th October I received a text reminding me of by blood test that morning. I immediately contacted the hospital to query the message as I had been given an afternoon appointment. For the second time I was told I was not on the system and the text could not be explained. I did attend at 13.15 and had the test. The COVID test went ahead as planned on the following Saturday. When I was discharged from the ward, I was given three dates for follow-ups, one with physiotherapy which progressed without any issues, the second for a nurse wound check and the third for meeting with Mr Tai in December. When I arrived for the wound check at what I thought was the Outpatients' Department, because that was what the notice indicated, it was the wrong building. I was directed to another building and on arrival there was some surprise, and I was told I was not booked in for the check. For the third time I was told that my name could not be found on the system! Eventually, it was located but there was no record of me being booked for a wound check on that date and time. Nevertheless, the check was undertaken in the end. Fortunately, there was no serious damage or inconvenience, but I have to say that I had little confidence in the administrative system. I was told there was a new system but surely that should have been tested throughly before implementation. On the 16th November, I sent an email to a Ms Bishop who I was informed was the matron. My primary reason for doing so was to point out the excellent nursing and other care I received during my stay. I did raise the administrative matters not as complaints but to provide feedback which I thought would be helpful. I had no response or any acknowledgement to my email. That matter in particular is most unsatisfactory and the lack of response from the senior member of staff is both rude and disrespectful. I am sorry that I have to raise this matter as the direct care I received was excellent.