"Follow up appointment for problem with vocal cords"

About: Royal Blackburn Hospital

Anything else?

Problem: difficulty speaking and singing Initial appointment on 20th June 2013 was very good. Examination of vocal cords carried out without any pain or discomfort. Nodules diagnosed and therapy arranged. Therapy was excellent - very supportive and informative Follow up appointment on 13th September was very unsatisfactory. The doctor - presumably a registrar - did not wash his hands, attempted to examine my vocal cords with an instrument which was too large for my nostril and caused significant pain. I asked him to stop trying to insert the camera. The doctor sent the nurse for a smaller instrument but by then my nose was abraded and swelling. I felt the camera in the back of my throat and asked for it to be removed. The doctor scoffed at me and said I was too congested, there was nothing to be seen, I had a virus, I had laryngitis. He then presribed Gaviscon and Omeprazole and tried to dismiss me. I enquired what I should do next. He responded, "What do you want to do?" I asked if I needed another appointment. He responded, "If you want one." I then asked if it would be useful to speak with the therapist; he again responded "If you want to." The conversation concluded in this unsatisfactory manner. As I left the room my nose suddenly began to bleed and has done so at intervals ever since. My GP examined my nose on Monday 21st October and said it was still showing signs of damage. It is sore. I am now left not knowing whether my throat has healed - though I suspect not - and unsure of what to do next. Marna J Watson

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Response from Royal Blackburn Hospital

Dear Sir / Madam, as the Business Manager for the Head and Neck Directorate at East Lancashire Hospitals Trust can I first of all express my regret that your recent experience of our service has not lived up to the standard that we would have expected. I am sorry to hear that you felt that there were a number of issues during the consultation that gave you cause to raise concerns. Whilst I am unable to comment on the specific circumstances around your appointment, we do take every message of feedback as an opportunity to learn about how our services can be improved for the future, whether that be positive feedback or otherwise. Should you wish for me to investigate the specific circumstances to your feedback I would be more than happy to do so, in order that we can provide you with some answers and assurances around how we can take these issues forward to your satisfaction. If you would like for us to do so, please contact our complaints and litigations team either by email to PALS@elht.nhs.uk or via the free- phone number 0800 5872586 Regards Leigh Hudson

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