"Shameful treatment"

About: Luton & Dunstable Hospital

On my second occasion of having to make use of the L & D for a different issue I can see nothing has got any better.

After chasing an MRI appointment that should have been made by doctors at the hospital I subsequently found out it was not and had to push to get one as promised.

I have also had to push for an appointment with a so called "consultant" which again, should have been made and was not.

The issue of the missing appointments was discovered by the hospital who did nothing to rectify this and make the appointments off their own bat.

I have finally been to see the so called "consultant" and despite the MRI report hi-lighting irregularities, according to them, there are no irregularities.

When looking at the picture of the scan I was told again there are no irregularities.

When I pointed out something on the scan, I was told that is caused by one of the non-existent irregularities.

It has been made clear that this consultant has no interest in treating my condition to the point that they contradict themselves and deciding to overrule an MRI scan from which no doctor seems to do anything without consulting first.

This is despite clear advise from the professional body that this consultant is a member of.

So I am now dumped into another "queue" on the hope that they can do something to help and if not, I will end up back in the hands of this consultant.

It is about the patient and their quality of life not what the consultant considers is best use of their time, best use of hospital resources and NHS funds.

You should fix something first time with the guaranteed "Fix" and not push people around from one department to another to achieve targets in the hope that the patient will go away or the condition will miraculously vanish.

Don't bother making a complaint as you are discouraged and even though their initial communication back acknowledging the complaint says that your treatment will not be compromised during the investigation, it is.

They uncover problems and make no attempt to resolve them during the investigation, your complaint is passed around like a hot potato with no one taking ownership and you have to constantly chase them around.

When someone is finally forced into taking ownership, they then go on holiday and don't pass their work onto anyone else so your complaint takes a backseat whilst they are on holiday and also when they return as they other jobs to perform in the hospital as well.

I will never use this hospital again and I urge anyone else to who considers using it to forget it and go elsewhere.

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Response from Luton & Dunstable Hospital

We are very sorry to hear of the poor experience described in this comment. It is not possible to provide specific feedback without having access to more details . We are very proud of the excellent care our staff provide and we take patient feedback and experience very seriously. We are therefore very sorry to hear of the concerns raised in relation to patient care and our complaints management process. We would strongly encourage you to contact the Patient Affairs Team on 01582 497002 or email us at ComplaintsOfficer@ldh.nhs.uk . The Trust has developed an open and responsive culture to complaints and there is a real desire across the organisation to learn from all patient feedback. The Chief Executive would be very happy to meet with you and provide you with the opportunity to share your experience and to reassure you of our commitment to improving our services.

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