"ENT clinic Monday 15 February 2016"

About: Leicester Royal Infirmary

I am a fervent supporter of the NHS and have received some wonderful care during my life but the treatment I have received from the ENT clinic following my visit last month can only be described as appalling.

I have been suffering from severe sinus problems and loss of hearing in my left ear since last year. My GP eventually referred me and I was seen at Hinckley District Hospital which I cannot praise highly enough for patient care, speed of referrals, admin, etc. I was sent for a CT scan which proved normal and then was referred for an MRI scan. Less than a week later I received a letter on Friday 12 February from the Royal Infirmary inviting me to attend the ENT clinic on Monday 15 February.

When I attended the ENT clinic a very pleasant doctor asked me if I knew why I was there. I said I had had an MRI scan and hoped that they hadn’t found anything sinister. The doctor said you have a swelling at the base of your Eustachian tube which is likely to be nasopharyngeal cancer.

My reaction was matter fact, I asked what would happen next and what treatment would I receive and was told a biopsy under general anaesthetic would confirm it and the treatment was radiology. The doctor then went to see the consultant and quickly called me back in and said they had decided to get their experienced radiologist to review the MRI scans and that they would call me at the end of the week to save me waiting anxiously for a letter. My experience at this stage was positive and I was asked to give feedback which I did but subsequently I have not received a phone call and I have not received a letter.

It is now three weeks and one day since I learned I may have cancer of the nasopharaynx.

I have phoned the ENT clinic secretary, left a message, and have not had my phone call returned. Yesterday I involved my GP, they rang me back at about 5pm and told me that they had phoned several times during the day and had been unable to make contact. The surgery admin had also sent an urgent email requesting information about my condition and treatment. Shortly I will phone the surgery to see if any progress has been made. Unbelievable this the second time in four years that LRI ENT have failed to keep me informed of my condition, treatment and follow up.

During this three week period of waiting I have had cataract surgery at Hinckley District hospital. My treatment was superb, staff were excellent, the surgeon made me aware that my surgery was not going to be easy, the consultant said they would take it slowly and felt it was worth going ahead with it. The result has been fantastic, no pain, no bruising, and sight restored. I am now going to leave positive feedback for Hinckley District while Leicester Royal Infirmary keeps me waiting to learn my fate!

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Response from Leicester Royal Infirmary

Dear reviewer

Thank you for taking the time to leave a review for the ENT Service at Leicester Royal Infirmary.

If on responding to this email you have still not been contacted or have any additional queries or concerns please contact Angharad Rastrick, General Manager, Head and Neck Services email: angharad.rastrick@uhl-tr.nhs.uk with your name, address and hospital number and she will be in contact with you.

We would like to apologise for the lack of communication and any distress this situation may have caused you.

Best wishes, Communications Team, Leicester's Hospitals.

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