"Disorganised, hopeless and a shambles for my..."

About: Medway Maritime Hospital

My son is 11 and having failed to hearing tests at school my GP referred us to Medway ENT. He has also suffered over the years with problems in his nose and it was suggested they may be connected. Hi nan took him for his appointment as I was indisposed that day, to be told that the consultant thought he was going deaf and it was inoperable and that there was a problem with his nose that they couldn't do anything with until he was 18! He agreed they would do a scan of his nose and to refer him to West Kent Childrens Hearing Services for his deafness. 6 weeks later and having not received a CT scan appointment or details of the visit or an appointment for WKCHS., I began making calls and visits to find out what was going on. I had not received the consultants findings. WKCHS said they had not had a referral! CT Booking Department had not had a scan request. After about 30 phone calls I managed to get the secretary to fax me the letters and the referral to WKCHS and to re-write a request for for a CT. I am meant to believe that all this documentation just mysteriously vanished in the system (more likely the department has not done their job) and when I read the letters I was told the consultant wanted to see him in 2 months. When I asked for that appointment I was given a date in 4 months! 'We cannot accommodate the consultants request.' was the excuse, and as she nicely pointed out 'you haven't even got a scan date yet and he wont see him without those results.' NICE. Having managed to arrange the scan myself he will still have to wait at least another 10 weeks before we get any results. Absolutely disgusting service, particular, as this involves the health of child whose whole future could depend on these scans and referrals. I have put in an official complaint - but guess what? - no response as yet. I will continue to bombard them with each event as it transpires therefore having evidence of the ineptitude when I take the matter to the health ombudsman.

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Response from Medway Maritime Hospital

Thank you for your feedback and as the service manager for ENT I was disappointed to read about your experience. I appreciate you have already made an official complaint which I am sure the Trust will respond to as soon as possible (if this hasn't already happened). I also wanted the opportunity to discuss this with you directly. I can be contacted on the below numbers or alternatively can be contacted by email. Benn Best Service Manager for ENT M: 07827 254 128 T: (01634) 833771 Ext 8941 F: (01634) 828299 E: benn.best@medway.nhs.uk

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