"A & E Great but ENT on call was not."

About: Blackpool Victoria Hospital

On Friday 12th June 2015 4pm my husband was sent to A & E via ambulance from his doctors surgery, he had low blood pressure and bad nose bleed. He was seen by a wonderful A&E consultant. We explained that my husband had spent 2 nights on ward 14 and had been discharged the prior afternoon. He had been admitted with a very bad nose bleed and high blood pressure. My husbands medication had been changed (stopped aspirin & changed blood pressure medication) Because his nose was bleeding so bad they couldn't cauterize it so it was packed to stop the bleeding, they also said my husband was to be referred to cardiology for a review. The A&E consultant said my husband should not have stopped the aspirin because it was vital he take it because of the stents in his heart and one of his new medications was a high dose so the A&E consultant advised not to take it. The A&E consultant called for a doctor from E.N.T to come down and cauterize it so he could go back on the aspirin, they said it was good that his nose had stopped bleeding as it would be easy to cauterize and by doing this it would make a better repair and the likely hood of another bad nose bleed would be greatly reduced. The A&E consultant was very knowledgeable and we had confidence in the care plan they put in place. Half an hour later my husband was seen by a doctor from E.N.T! They were abrupt, said they weren't going to cauterize my husbands nose because it had stopped bleeding and as far as they were concerned my husband could go home. We tried to explain what the A&E consultant had said but they wouldn't listen and weren't interested and kept interrupting, they had no listening skills and zero bedside manner. My husband was bewildered so asked the E.N.T doctor if we could speak with the A&E consultant so they could explain to the them themselves why his nose needed cauterizing, the E.N.T doctor said they would get the A&E consultant to come in and my husband said he wanted the doctor in there as well, they said they were too busy with other patients and walked off! Hours went by and there was a shift change and still no one came, about 11pm I went to the desk and asked what was happening. I spoke with a different doctor who I told we didn't know what was happening and had lost confidence and please could someone just come and tell us what to do, confirm what medication my husband should take and take his cannula out so we could go home. The doctor was very professional and found my husbands notes and came in to see him. They confirmed what the A&E consultant had said about taking his aspirin and stopping one of his new blood pressure medications, they told us that the E.N.T on call had written that my husband be given an appointment at the ENT clinic next week! Thank you to the A&E consultant & second doctor we saw.

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Responses

Response from Andrew Heath, Lead in Patient Experience & Engagement, Blackpool Teaching Hospitals NHS Foundation Trust

Dear Sharon,

Thank you for taking the time to leave feedback regarding the care and treatment your husband received whist at Blackpool Victoria Hospital.

I am very disappointed to hear about your experience of our ENT Department, please accept my sincerest apologies for the treatment your husband received and the miscommunication. I will ensure your comment is fed back to the staff involved so we can learn from what has happened.

I was, however so pleased to hear that the staff in the Emergency Department were understanding and provided you with the level of care we would expect.

If you would like to discuss your experience further please contact a member of our Patient Relations team on: patient.relations@bfwhospitals.nhs.uk who will be able to ensure that your concerns will be fully investigated.

Kind Regards

Andrew Health

Lead in Patient Experience & Engagement

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