"Some friendly staff - but an overall poor service"

About: Lister Hospital

I'm 24 years old, I have been suffering with sinus problems for around 5 years. Around about 2 years ago i was referred to the ENT clinic at lister hospital for a consultation, after numerous infections, and constant pressure and pain on the the left side of my face that was becoming unbearable to live with and that was unresponsive to any medication i was taking. (steroid nasal sprays, oral steroids, antihistamines, antibiotics, decongestants, nasal rinses, pain killers etc). After around 2months of being referred by my doctor i managed to get an appointment with a senior consultant at the hospital. The reception staff were very friendly and I was very optimistic about meeting the consultant. Unfortunately on meeting them i found them rude, patronising, and found them to have a general lack of interest about my personal situation. Because of course for them they probably see 20 patients like me a day. I felt like I was just another number on the system. Non the less after two examinations I was diagnosed with chronic rhinitis and reluctantly referred for surgery to undergo septoplasty with turbinate reduction. This is the first surgery that i have ever undergone so i was fairly nervous. The staff were very friendly and I got to meet the surgeon before the operation. They were really nice and very professional. After the surgery I was given no information as to what were the next steps for me. I was not even seen by the surgeon, or any other doctor. But instead was given a cup of tea and a leaflet about sinus irrigation by a nurse, which was irrelevant to me as i had packing in my nose that i didn't know had been put there. I also wasn't told that i would have to come back in a weeks time to have this removed. On top of that i was provided with no pain relief, and so the subsequent few day were so painful that i was unable to sleep and in tears with the pain. I managed to get some codeine, and was enough to relive the pain, however if i had been provide this by the hospital then i wouldn't have had to suffer for the first three days. Since having my operation i have seen no improvement to my situation. The left side of my face has constant pressure and i regualy contract infections due to drainage problems. I have been back for various consultations since my operation. But no matter how many times i go back i don't seem to make any progress. I'm also seen by different consultants some of which are really helpful, and some a very rude but either way makes it feel like I'm going round in circles. I was referred for a CT scan in may of this year, although i didn't receive an appointment letter from the hospital.(this has happened on three occasions), so it was rescheduled for the next month. Since having my CT scan, i have had 2 appointments cancelled on me at very short notice, and so when they called to cancel i told them that i would need a saturday appointment as i can't keep taking days off work for them just to cancel them. theres more....

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Response from Lister Hospital

We're really sorry that you feel let down by our ENT colleagues - it sounds like you have had some experiences that warrant investigation. If you would like us to get your concerns followed up more formally, then we are very happy to arrange for that to happen - all you need do is email us at generalenquiries.enh-tr and we will get that underway for you.

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