"Contrast in care"

About: Stepping Hill Hospital / Ear, Nose and Throat

(as the patient),

About a month ago I had a long awaited ENT appointment - apparently it was an extra clinic. As I had waited several months without even being able to get an appointment. The consultant was very attentive, caring and full of suggestions and gave me several medicines.

He also mentioned when I was over the virus, which I was still struggling with, that they would deal with a cyst on my throat. I was given a "Customer feedback form" which I filled with glowing remarks.

Today I had the follow up - what a contrast - did not care - gave me a hard stare as if to say older woman does not matter - by way of contrast I was told I will get over this illness in my own time and having no taste or smell is a consequence of having flu. I pointed out that I was no spring chicken: had suffered flu before without this side effect and that I was fit as I run half marathons and swim a mile twice a week. Then I was told it was an allergy and that was that!

Did not even seem to have read the previous doctors notes, as he did not mention cyst, and I did not remind him as he was hardly the caring doctor I want to deal with any potential problem. Well what a surprise! - no feedback forms available today! Seems like Stepping Hill know exactly when to make those forms available and when not to, Treat us like fools and manipulate feed back from customer to improve ratings.

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Response from Cath Marsland, Head of Risk and Patient and Customer Services, Stockport NHS Foundation Trust

I am very sorry that you have had such a distressing experience and would welcome the oppotunity to investigate this further. Please contact Patient and Customer Services on 0161 419 5356 where a complaints officer will be able to take some details so we can investigate and feed back to you and if necessary arrange a further appointment. We do value all comments and feedback so thankyou for taking the time to do so.

Cathie Marsland Head of Risk and Customer Services

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