"Awful. This hospital will callously refuse..."

About: Southampton General Hospital

What I liked

Nothing

What could be improved

Their capacity to accurately investigate and diagnose eye injury.

The Trust's complaint procedure.

Anything else?

My daughter injured her eyes during the night of 17/18 July 2009. The consultant sent her employers a medical report saying that she attended Eye Casualty on 24 July 2009 and is diagnosed as having dry eyes and keratoconjunctivitis caused by overuse of contact lenses. He has also provided this information to her GP. In fact her hospital medical records confirm that when she attended eye casualty on 18 July 2009, her eyes were not dry and had no sign of infection. Since her symptoms on 18 July 2009 were different than those of the consultants diagnosed disease, it follows that the injury to my daughter's eyes that caused her to attend Eye Casualty on 18 July 2009 IS NOT the disease the consultant says caused her to attend Eye Casualty on 24 July 2009. At a complaint meeting on 20 April 2011, the Medical Director refused our request for an Independent Review - an option that the Primary Care Trust says was open to Southampton University Hospitals Trust.

My daughter was an outpatient from 18 July 2009 to 20 April 2010. She has never recovered from her injury, which her optician has told her has irrepairably and catastrophically removed the tear films from the front of each eye. The consultant's diagnosis - based as it is on symptoms that did not exist when my daughter first attended Eye Casualty - is preventing my daughter receiving healthcare for her 17/18 July 2009 injury. It is on the hospital computer system that she "is a prolific contact lens wearer" and when she went to Eye Casualty in November 2010 because of a flare-up in her symptoms, the doctor refused to treat her for that reason.

My daughter is not receiving appropriate healthcare despite the consultant confirming at the 20 April 2011 meeting the nature of her injury. Neither did the medical director provide information that would enable us to make an uncontested claim to the NHS litigation department, as promised at that meeting.

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Responses

Response from Southampton General Hospital

We are sorry to hear you feel your daughter has not been treated with the high quality of care and good customer service that we expect from our staff and that you are not happy with the way your complaint was handled. We are not permitted to disclose details of individual cases in a public forum and we are already in contact with you through private correspondence.

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