"Appalled, disrespected and totally let down!"

About: Luton & Dunstable Hospital

I am totally appalled by the way that myself as a mother and my son who baring in mind is a 3 year old child have been treated, we have been attending the childrens outpatients department for the past 18 months in which the service has been fantastic up until now! My son needed to be referred to the ENT department and should have been having a biopsy, but instead when we arrived for our aptn we were seen 40 minutes over the aptn time with no word of the clinic running late, then when we proceeded into the treatment room the consultant had no idea what we were actually there for! The consultant didn't know any of my child's history nor were they bothered about the seriousness I felt for him to have the biopsy or even a scan done on this day! The consultant was rude, disrespectful and said that my child was one of many children, so in other words another one of their statistics! After refusing to do a biopsy or a scan we were sent away being told that he would have an urgent scan ASAP! But after the scan we would then have to wait to b referred again! As you can shine my response to this wasn't great as I was already let down to what had happened aswell as to the rudeness I had already experienced! Since then I have been in to see PALS, put a complaint in and am still awaiting the consultant 3 days later to give me a call to y we have been treated so badly, I have left messages with the secretary who hasn't chased anything up either! Then I receive a letter with my child's aptn for apparently his urgent scan 17 days later? Urgent In my eyes means a few days not over 2 weeks, and on calling the scan department and yet complaining again I am told that I then have to either speak to the horrible and useless consultant that refered my son for the scan or to just realise that they are busy and that is urgent In their eyes! I really am very distressed and upset about the while thing and really do hope that the lumps that are in my sons neck despite further lumps appearing, my child becoming tired and miserable and having to go on yet more antibiotics because he may have an infection really turns out to be bothing serious! Because on your head be it if it is, I work in childcare at Keech hospice aswell as private for a child and if ine of the parents I deal with were to be treated in this manner that I have been I would be informing them to pledge a formal complaint and would be disgusted that they have been treated like this! Parents especially mums know their children better than anyone and to be totally under minded in the way I have been makes me sick!! L and D NHS hospital trust I really hope that's you read this and realise the big mistakes that have happened and continue to happen!

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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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