"Terrible visit"

About: Cossham Hospital

Called NHS 111 number in the evening to give symptoms of a painful and blocked ear, and was given an outpatient appointment at 8am the next day. Arrived 20 mins early and waited in an empty waiting room to see the doctor who was 30 mins late, with no apology. Consultation was 2 mins long, where the doctor checked my ear and told me it was blocked with wax. The doctor was entirely unsympathetic to my pain and discomfort, and advised me to try using olive oil or buy my own syringing kit. I had been using specialised ear drops for week, and had wanted to see a medical professional to have my ears syringed - not risk doing it myself. Apparently though, the doctor had no access to an ear syringe. As a qualified doctor. In a hospital. Where the outpatient area was next door to the Audiology department. You would think somebody who works in healthcare would have some degree of empathy towards a person experiencing pain and discomfort, but as the doctor said 'there is nothing I can do as this is not a medical emergency', my condition was clearly not serious enough to deserve their attention. I was completely unsatisfied with the level of service I received, it was a complete waste of time, and I would definitely not use this service again.

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Responses

Response from Cossham Hospital

Dear Sir/Madam – I am sorry that you found the ENT service at Cossham, which is operated by our colleagues from UHB unhelpful. Regrettably, I cannot comment on the clinical decision of the person you saw, but I regret that they did not appear to be empathetic, or advise why it was not appropriate to provide you with specific treatment while you attended the clinic. Thank you for taking the time and trouble to post the details of your experience and I hope that your symptoms have now resolved. Kind regards - Steve Sykes Advice and Complaints Team

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