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Long awaited ENT Consultation seemed futile

Posted By ELHell

"Long awaited ENT Consultation seemed futile"

About: Crosshouse Hospital / Ear, Nose & Throat

(as a parent/guardian),

After waiting five months for an appointment for my five year old daughter we were given 15 minutes of the consultants time and told we'd be refered to someone else.   He advised twice that a cause was unlikely to be found and wouldn't really make a difference anyway. (We didn't ask him about this at all. ) All he was able to confirm that she was deaf (we knew this - she was fitted with hearing aids 3 months ago. ) For us - this much anticipated appointment involved a 6am start and a six hour round trip to the hospital. We were asked only a few baisic questions which, if he'd checked his notes, he would have seen we have already answered. He had a quick look in her 'completely normal' ears. That was it. Such a disapointment after recieving such excellent care from the audiology team. Why were we given this appointment in the first place? And how long will it be before my daughter is actually seen by someone who's interested in her hearing loss. This appointment that we were made to wait so long for seemed utterly futile.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
We are preparing to make a change
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 21/06/2018 at 10:08
Published on Care Opinion at 10:47

picture of Eunice Goodwin

Dear ELHell,

I have passed this to our ENT Clinical Director and he is happy to look into this for you. if you would like us to do this, can you please email me on Eunice.goodwin@aapct.scot.nhs.uk or call me next week on 01563 826222 as I will be back in the office on Monday.

I am sorry you have found the service to be so disappointing.

Thank you for taking time to share this, feedback is important to enable us to make things better.

Best wishes,

Eunice

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by ELHell (a parent/guardian)

Thank you for replying quickly. I've emailed you.

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 25/06/2018 at 15:14
Published on Care Opinion at 15:27

picture of Eunice Goodwin

Dear ELHell,

Thank you for contacting me off-line, as you know I have passed on the details as promised.

best wishes,

Eunice

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
We are preparing to make a change
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 24/07/2018 at 09:45
Published on Care Opinion at 12:30

picture of Eunice Goodwin

Dear ELHell,

You were expecting that your child would be seen at a Paediatric Hearing Assessment Clinic (PHAC), where the appointment slot is longer than a routine ENT clinic which is 10-15 minutes.

This (PHAC) clinic is run by a different specialist and is dedicated to investigation and management of children's hearing loss. These clinics are less frequent and have fewer available appointment slots.

Once this issue was identified, your consultant managed to rearrange your child's appointment slot with the colleague who runs the (PHAC) clinic, and we are delighted that you child's appointment is now in early August.

Once again may I thank you for contacting me. We understand more about the situation and it has flagged up an important area of which we are addressing. The manager tried to contact you yesterday to explain fully, she will try again today and I hope that your chat will help to alleviate any concerns or questions that remain.

I would also like to say that we are very sorry for not meeting your expectation at this appointment and for the distress caused. To prevent this happening again, we are looking for the best way to improve how we appoint children to the appropriate clinic.

As you know, the consultant would like to reassure you that the important management elements of your child's hearing loss is already in place.

Kindest regards,

Eunice

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