"Six patients at the same time in smallish room. No privacy!"

About: Russells Hall Hospital / Ophthalmology

(as the patient),

Travel: Awkward. My partner had to take the day off to drive me.

Reception: Smile, please! ! If no intention to answer ringing phone, why not unplug it?

Care by nurses and doctors: Excellent, compassionate.

Initial examination: Six patients at the same time in smallish room. No privacy!

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Response from Cathie McKenzie, Patient Advisor, TRAQS, NHS Telford and Wrekin CCG

Thank you for taking the time to post your comments.

I am sorry to note that your view of your experience appears to be somewhat negative. TRAQS involvement would have been to arrange the appointment on your behalf at a location and time agreed with yourself. It is unfortunate therefore that you found that your travel to the clinic was difficult; however, I am pleased to note that you received excellent care by all the clinical staff.

With regard to the Reception area at the centre and the inadequacy of the consultation room I am unable to comment and would perhaps suggest that you to address your concerns to the clinic.

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Response from Alice Ford, Communications and Staff Engagement Officer, Communications and Patient Experience, The Dudley Group NHS Foundation Trust We are preparing to make a change

Thank you for taking the time to post your feedback about our Ophthalmology service. The doctors and nurses will be so pleased to receive your positive feedback. We take all comments seriously and use them as part of our commitment to improve patient experience.

We are committed to giving our patients the very best experience when they are in our care and we expect all our staff, including receptionists, to smile and be friendly. You are right to observe that ringing phones must be answered no matter how busy staff are.

Our eye clinic is extremely popular for patients in the Black Country: last year we saw more than 30,000 patients. We are sorry you felt you did not have enough privacy during your first eye examination and we have forwarded your comments onto the person in charge. The vision testing area is where we prepare patients for their consultations and it can get very busy. We are looking at ways to improve the patient experience including the use of partitions. Following your comments, the senior team in Ophthalmology have discussed this issue at their management meeting.

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