"Outpatient anguish"

About: Countess Of Chester Hospital

I had surgery in April which was a revision of previous surgery. The care I received on the ward by the nurses was faultless, they were excellent (sorry I can't remember the ward number but think it was the old hdu recently refurbished) sadly the care, if you can call it that, that I have received in the 2 outpatient appoinents has been unacceptable. As a nurse myself I know how under pressure the nhs is, I expect delays etc but I do expect respect and empathy from those providing my 'care'. I have not even had the opportunity to speak to a junior dr let alone my consultant since my surgery, the physio I have seen on the 2 appointments would not listen to me when I told her what the consultant had told me, she knew best, I phoned the consultants secretary as I was concerned I should of been treated with an appliance and I was noticing a deformity evolving, it took 3 phone calls to her before she phoned back a week later after not even checking with the consultant! Needless to say on my last appointment I now have a deformity which will require further surgery to correct, I am in pain, cannot put on a shoe, cannot drive will need more time of work, my children are devastated that I'm not 'fixed' the mental anguish this whole experience has created is unmeasurable. Why was I not respected and listened too? This could all of been avoided had I been treated with the correct appliance as the consultant had told me I would be. The physio tells me they'll see me in another 6 weeks, wonder if I get to see a dr this time or maybe the physio can talk me through my surgery and care and how it's going to be rectified...........

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Response from Countess Of Chester Hospital

Dear Sir / Madam, We are sorry to learn of your concerns. We take all patient feedback very seriously and therefore we would like to investigate your concerns to see what has happened. It would be helpful if you could contact the PALs Department on Freephone 0800 195 1241 and select option 2 or email cochpals@nhs.net to give us more information about your experience. This will also give us the opportunity to feedback to you personally regarding any changes we have made as a result of your comments. The Patient Experience Team

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