"Horrendous experience on both visits to ENT..."

About: Luton & Dunstable Hospital

App 5th November 2014 after having experienced sudden hearing loss left ear, the App was for 2.30. We arrived to a miserable looking reception with an equally miserable looking receptionist that sneered while waiting. The receptionist pointed to us to wait behind the line to be called. We stepped back and were immediately called. The receptionist booked me in and we sat down, and waited until 4 o clock. I was finally seen after asking two or three times and we were not offered any explanation why it was so late - no communication at all. The hearing test revealed loss, so I was prescribed steroids and booked an app for Friday 14th. We left at 5.30. On Monday I received a call from the receptionist to say the doctor had booked my appointment in error on an audit day, and I'd have to change from the Friday to Monday 17th at 1.30. We arrived at the hospital 1.10pm and stood behind the line (this is a scary moment for all patients as you get told off if you don't ) the same receptionist was there and walked past us, glaring again. Lovely welcome, so uncomfortable. A kinder faced member of staff called me over and pointed to a gone to lunch sign, and said they couldn't book me in as I was too early! So I sat down and at 1.30 was called back. The member of staff tried to book me in and couldn't find my details. The member of staff questioned whether I had an appointment, to which my answer was yes one of the receptionist here called me at home and changed it to today. The first receptionist looked up and said well it wasn't me (I hadn't asked them anything) I replied I know it wasn't you because the person I spoke with was far to nice to be you. I was horrified at the attitude and rudeness. I've never been to this hospital before, normally go to Bedford. They found my details and I sat down, this was at 1.45pm. At 2.15 my husband went and asked why we hadn't been seen as everyone seemed to be going in front. The receptionist was rude again and my husband by passed and went and found a member of staff. The member of staff told my husband that the doctor was on the ward and they would have to page him! At 2.40 were called to see a rude consultant that didn't even look at us. The consultant arranged another hearing test after muttering something about a stroke ! I sat down and waited fifteen minutes later called into a hearing test with an audiologist who I can only describe as a bully. The audiologist poked my glasses on my head and said remove them and then I said I could hear interference in the headphones with my good ear. The audiologist snapped well turn your mobile off then I replied that it wasn't on and it was with my husband in the waiting room! The audiologist was rude and made me feel like a small child. I was snapped at and told that I could hear the noises, when I clearly couldn't. In the end I kept pressing the button I wanted to cry. Sat back down and waited and waited 4 was called in told my hear had come up slightly so there was a improvement and I could return a month later for another test! Staff discuss people loudly at reception and moan about managers it's sad and I cried on way home. Never again

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Responses

Response from Luton & Dunstable Hospital

We are very concerned to hear that your experience has been an unpleasant one. Please be assured that we will investigate this matter as much as we can from the information given. We would encourage you to contact our Patient Affairs Office directly on 01582 497002, or email complaints.officer@ldh.nhs.uk if you would like us to address any of your concerns further.

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