Spire Wellesley Hospital
Written by a carer
22nd January 2020
At Southend Spire my wife went for an 'ears pinned back operation' for protruding ears, requiring a clip to be placed in each ear. The clips on two occasions were put in place temporarily and a good result was expected when the clips were to be permanently fitted under the skin. The operation was carried out by the consultant. After the operation, the consultant in his letter to the GP stated that a good cosmetic result was not achieved, with over-compensation of the left ear.
It is clear that the right ear was pinned back correctly but the left was simply bent over at the top giving a very bad cosmetic appearance. In my view the clip was placed higher than required. My wife could not leave the house due to the very poor result, depressed and embarrassed by her appearance. The clips were taken out 2 weeks later so that she could look normal again. The consultant offered that he 'could maybe try again' in re-positioning the left clip. We could not accept this offer due to the fact that you are only allowed one follow up operation in the included fixed price. Having already spent £3407 we did not want to spend a further £3000 approx. if the re-positioning also ended in failure. This would have resulted in over £6000 spent with nothing to show for it. I am now, after over 3 months, in constant communication with Spire for a refund. They have so far refused to give any sort of refund for the failed operation but basically say that we should accept that at least one ear was correctly done !!
My advice is be prepared that Spire will take your money very efficiently before an operation but the consultant and Spire are entirely reluctant to give any sort of refunds when things go wrong. Also, having the clips put in place temporarily will not guarantee an acceptable result.