Serge Orlov, 64, and his wife Trina at their home in Walmer, Kent
One of the first patients in a pioneering NHS scheme to have knee surgery abroad was left in excruciating pain by doctors who could not speak English.
Serge Orlov, 64, skipped a ten-month waiting list to have the operation in Calais but had to rely on a translation app when he suffered complications.
The retired businessman made repeated trips to France but said medics could not clarify the situation because their English was not good enough.
They were left using Google Translate for complex medical language to try to explain that his pain was down to an unusual build-up of scar tissue.
When Mr Orlov, of Walmer, Kent, begged for any further treatment to be carried out in England, he faced another lengthy NHS waiting list.
In despair and unable to walk because of the pain, he paid £3,200 to go private in the UK.
At first, Mr Orlov thought he had ‘won the lottery’ with the scheme which outsources NHS work to allow 140 UK nationals to have surgery in France, where there were no waiting lists.
The treatment is free but they have to pay for travel.
When the arthritis sufferer had the total knee replacement in February, the Centre Hospitalier de Calais was smart and he had a private room.
But then Mr Orlov was told he could not have the recommended rehabilitation programme because the NHS would not pay.
The French hospital could also only deal with one knee at a time, meaning he would have to pay for more trips across the Channel.
‘Everything has gone very wrong and I’m extremely unhappy, not to say angry,’ he said. ‘My operation seemed clean and efficient enough but the outpatient care was appalling.
‘Everybody was meant to be able to speak English, but many couldn’t. I asked a lot of questions and got the same answer every time: “Yes”. It was frustrating.’
Mr Orlov while he was in hospital in Calais, France. He suffered complications after his knee operation
Mr Orlov, who is married to Trina, 65, added: ‘We were asking questions with Google Translate but it doesn’t truly translate, it was a bit of a nightmare.
‘The problems all came when you have a complication. They can explain what the procedure is and show you pictures but when there was a problem, their English is just not good enough.’
Despite medication, he was suffering ‘excruciating pain’, while his knee had seized up so he could hardly walk.
The scar left on Mr Orlov’s knee after his surgery
‘It was swollen like a balloon,’ he said. ‘I was constantly icing it and could not walk for more than ten minutes at a time.’
He had to buy half-a-dozen train tickets to get to the hospital and twice had to re-book his travel because of cancelled and delayed appointments.
‘It costs me £60 to get to Calais each time but when they cancel an appointment it becomes a wasted day,’ added Mr Orlov, who owned a sport and leisurewear firm before he retired.
‘They don’t seem to show any sympathy that I’m coming from another country.
‘I’m not looking for any special treatment but keeping me waiting or cancelling when I’ve got a train to catch is appalling.’
He eventually gave up and went back to the NHS, only to be told the next available slot was not until the end of the year.
Mr Orlov then went to a private consultant in Ashford, Kent, and four weeks ago had successful treatment to laser off the scar tissue.
‘Knee replacement is one of the most complex types of surgery and the British surgeon is as concerned as I am about the arrangement with Calais,’ he said.
‘I was one of the first to take advantage but I wish I hadn’t.’
The Centre Hospitalier de Calais, where Mr Orlov said medics could not clarify the situation because their English was not good enough
NHS South Kent Coast Clinical Commissioning Group set up the partnership with the hospital in Calais.
A spokesman said: ‘We are very sorry to hear the outcome of Mr Orlov’s knee operation was not good. We will be looking into the issues he raises. We have not received other complaints about the contract.’
Pauline Richoux, for the Calais hospital, said: ‘We had many conversations about his care with our manager and his doctor, and the care was carried out according to English and French requirements for quality and safety.
‘Appointments are regularly made between the NHS and us. Most of the time the satisfaction of NHS patients is excellent. I have never had any bad feedback from them.’