"ENT Department Worst Service Ever"

About: St George's Hospital (Tooting) (London)

My girlfriend injured her nose while exercising on Monday 22/02/16. Suspecting a broken nose and as she had trouble breathing and nose bleeding, we went to the A&E service the same night. After waiting for 4 hours, she was examined by a doctor who told us that an ENT doctor would see her once the swelling has gone down after 5 days.

The next day the ENT department called us and we were told that the earliest we can get an appointment is Thursday 03/03/16. We explained to the person on the phone that it’s a bit late as if a realignment procedure is needed (which it was as her nose was slightly deviated), it needs to be done within 2 weeks. They told us that if realignment is necessary, it might be done the same day.

On Thursday 03/03/16, she was seen by a doctor, who didn’t even greet her, introduce them self or ask her if she was ok. They had trouble making sentences in english and understanding us. They then told my girlfriend that her nose looked fine, but changed their judgment after carefully examining her and admitted that it might be broken. We were told that realignment is required. Usually this procedure needs to be done within 2 weeks as past this it will too late, as the nose will be healed. They said they would write that it is urgent and needs to be done within 1 week, so we will be contacted by the clinic shortly and that’s all they can do. They were really rude and at no point caring or helpful.

After few days, we didn’t receive any call and we started to panic as it might be too late, so my girlfriend called back on Wednesday 09/03/16 and battled to get an answer. She managed to speak to someone who was obviously concerned as they made a mistake. She was told that she will be contacted by the manager the same day. The manager contacted her only on Thursday 10/03/16 and only after my girlfriend insisted. Now she has been told that its too late for realignment and that she needs to see a consultant who will advise what to do. The earliest appointment they can give her is the 1st week of April 2016. How ridiculous? The consultant will probably tell her that having a deviated nose and difficulty breathing is not a priority for the NHS.

The whole experience was really distressful. The people working there don’t seem to really care or to be qualified. We have never experienced such a poor service and it’s a shame for such a hospital. We hope that our message will be heard as of today she is very upset.

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Response from St George's Hospital (Tooting)

We are very sorry to read of your girlfriend's experience and upset.

Our Patient Advice and Liaison Service (PALS) is available to investigate or feedback comments on services that patients have experienced. PALS would be able to feed back to the area your dissatisfaction in the service received and is available on 020 8725 2453 or by email on pals@stgeorges.nhs.uk

You may have to leave a message but PALS will respond if a clear telephone number is left.

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