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Left feeling underconfident and unsatisfied

Posted By Parent of disabled child

"Left feeling underconfident and unsatisfied"

About: Royal Hospital for Children and Young People (Edinburgh) / Ear, Nose & Throat

(as a parent/guardian),

Our child has a variety of medical needs including deafness and has regular microsuction. Ear Nose Throat (ENT) told us she needed 12 weekly microsuction.

She was seen at the end of April. We contacted ENT end of July when her next appointment was due. We had several phone calls where we were refused an appointment and eventually we were told to take our child to A and E for them to examine her ears. I feel this request was wholly inappropriate and unnecessary.

I complained to our community paediatrician and finally received an a appointment 5 months after the last one in April. My child's treatment was delayed, our time was wasted and our stress levels increased. All needlessly.

At the appointment I asked to speak to someone who could ensure our child gets the correct frequency of treatment and the ENT doctor essentially said its a common problem and we've just to keep phoning and pushing.

Leaves us underconfident and unsatisfied. 

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Responses

Response from Ana Mezzomo, Patient Experience Officer, Patient Experience Team, NHS Lothian 7 months ago
Ana Mezzomo
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 22/09/2023 at 16:01
Published on Care Opinion at 16:01

Dear Parent of disabled child,

My name is Ana and I work for the Patient Experience Team at NHS Lothian. Thank you for taking the time to share your story with us on Care Opinion.

I am sorry to hear of your experience with our ENT Service, I can understand how frustrating and stressful it must have been for you and your daughter, and I apologise for the distress this has caused you and your family.

Please be assured that your story has been shared with the senior management team who will review this appropriately. However, if you would like us to look into this further for you, we would require some additional information and we would appreciate if you could contact the Patient Experience Team to provide your daughter’s details as that will enable us to liaise with the correct ENT team and provide you with a detailed response. You can contact us either by email at feedback@nhslothian.scot.nhs.uk or by telephone 0131 536 3370 (lines are open Monday to Friday 9am to 2pm). We would be grateful if you could please make reference to this story on Care Opinion.

Once again, thank you for sharing your feedback.

Best wishes,

Ana Mezzomo

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