"No Communication, left in discomfort."

About: Royal Lancaster Infirmary

My appointment was virtually on time. The consulting room looked like untidy and disorganised. What I later realised was the consultant came in and eventually looked at my GP's notes on the computer. No introductions, nothing! I explained my condition and the history of my symptoms. The examination was undertaken with very little explanation. Ear wax was noticed in one ear and an offer to remove it was accepted. The nurse had to leave the room in search of the 'device' that was to be inserted in my ear. She came back with various sizes and the consultant appeared to choose one at random. The ear wax removal procedure was very uncomfortable and bordering on painful. The unsuccessful procedure was stopped after a couple of minutes and I was given a bottle of ear drops and told to see my Practice nurse for syringing. Very little information was forthcoming regards my overall condition and I was given a pre printed sheet regards Silent Reflux. My ear is sore and the resulting tinnitus overnight kept me awake. This morning, as I write, the pain is worse and my hearing is badly affected and the ear is throbbing. Overall not a pleasant experience. Hopefully the ear drops will help, if not, I will have to go back to my GP to get it checked out. I believe I have to have an endoscopy. I will certainly not be going back based upon yesterdays experience.

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Response from Royal Lancaster Infirmary

We thank you for your comments, and we understand that the Assistant Chief Nurse in Surgery has discussed the concerns you have raised with you on the telephone. We hope this has provided you with reassurance and hope the matter will be resolved to your satisfaction. If not, or if you have any further concerns, please do re-contact the service or contact our Patient Experience team on 01539 795497.

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