"Great Care in my treatment and advice for earache at Clitheroe Hospital & NHS111"

About: NHS Direct NHS Trust / NHS 111 NHS East Lancashire CCG

(as the patient),

I could not hear and my doctor said I had wax in both ears and gave me two types of ear drops to dissolve the wax. ( I explained to the Doctor that due to sensitive ear problem in the past I can’t have my ears syringed).

After using the ear drops I got ear ache so I stopped using them. I went to see another Doctor who gave me some different drops. After using just once I got earache. I needed to get more advice and rang NHS direct on 111 and the lady I spoke to was very helpful. She said I will get a phone call within an hour to tell me what is the best way forward. After five minutes the phone rang and an appointment had been made at our chosen hospital (which was Clithheroe Hospital) in three quarters of an hour.

We got there on time and saw the doctor on appointment time. The Doctor was really nice and concerned to say the least. He gave a very clear explanation of how ear drops work and understood the reason why I can’t have my ears syringed and suggested in this case that the suction is used. I felt much more confident now and pleased in the way that I was treated it was the best ever.

We were very satisfied with the way new 111 systems worked for me and we understand it can’t always go as smoothly as this and we would like to say a big thank you to all concerned.

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Responses

Response from David Foord, Head of Clinical Governance, NHS Direct

Thank you for taking the time to provide this feedback, it is important to us to help us improve our services. I am sorry it has taken until now for me to respond; the kind people at Patient Opinion have only recently mapped feedback posted here on our NHS 111 services to our NHS Direct profile to allow me to do this.

It sounds like you had a good experience of calling 111 and the follow-up service and treatment you received.

Thanks again for letting us know about your experience and I hope your hearing has now improved.

David Foord

Head of Clinical Governance

NHS Direct

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