"Unimpressed with the treatment"

About: Trafford General Hospital

I had been having some troubles with my ears earlier in the year, and so after visiting my GP a few times was referred onto the ENT clinic at Trafford General. On my first visit the nurses and staff were very friendly and helpful and attentive.

However, this all changed when I went into see my doctor. I was told very abruptly that my hearing test was fine and the mechanics of my ears were fine so there shouldn’t be a problem, also noting no apology for the delay in being seen. I went onto talk about the issues I have been having with my ears. The first and only solution the doctor presented me with was that it was down to my thyroid and that I wasn't on the right dosage. I was prepared to give this a chance, even though i knew within myself that i was on the correct dose. My options going forward were that or nothing. I then spoke of a separate problem in my throat which i was advised was acid reflux and without any information about the condition or treatment was told just to take gaviscon and omeprazol. On top of this they had a very thick accent and with my ear problems I couldn't understand everything they said but they didn't slow down or speak any clearer, even after I asked them to.

After three months I then went back to see the same doctor for my follow up. Again the staff and nurses were wonderful, with no complaints there. When i went into the doctor, the greeting was very cold and almost like they had somewhere else to be. There was no hello, instead they started with accusing me of not having had my thyroid blood test and that it was my own fault I still had this problem. I had in fact had a blood test that week, and my results indicated my thyroxine levels were normal. After this they started saying that without the results the appointment was pointless and that they couldn't help me in anyway. I then stipulated that as i have been on the drugs for many years now that I knew within myself that the levels were perfectly fine. Instead of listening to me they then said the only thing they could advise me to do was go for an MRI scan to which i said if that is what you advise then I will do an MRI. They then contradicted themself by saying the MRI is pointless and will not indicate any issues so there is no point in doing it. I then said if it's not worth it then I'm happy not to do it. I was saying to the doctor that I wanted their advice but they were contradicting themself every time they advised me.

Eventually they signed me up to an MRI appointmentl. They booked it on the computer system but did not ask if i was happy with the dates. I then advised them i was not taking the omeprazol as i was advised that at a young age I shouldn’t be taking it aswell as the gaviscon to which they laughed and said the person who advised me on that was talking rubbish. This person is in pharmaceuticals so does. After me trying to get the facts across they were not interested and ended the appointment very curtly. I came out of the appointment ready to burst into tears.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your positive feedback regarding the staff who attended to you in the Ear Nose and Throat service at Trafford Hospital. We were pleased to hear that you found the staff on your earlier visits to be helpful and friendly and your comments will be shared with them.

We are very sorry to learn that your experience of the support you received from the Doctor however was not as positive as we would hope.

It is clear from your comments that your experience fell short of the standard of care we would expect our patients to receive and we are very sorry that a representative of our Trust has caused you distress. We would be grateful if you would consider contacting our Patient Advice and Liaison Service to allow us to investigate your concerns fully. An investigation into your concerns would help us identify the doctor and ensure that they are given the opportunity to learn from your experience.

We would like to assure you that we take all issues surrounding patient care very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss your concerns with you.