"Poor hygiene and incompetent administration"

About: Cheltenham General Hospital

I attended the eye clinic at Chelteham General yesterday. I have no complaint at all about the medical treatment I received. I was seen on time and the doctor was kind and competent. However, I do have the following 2 complaints : 1) I used the toilet in the Eye Clinic. There was no soap in the dispenser so I told a member of the administration staff who told me that it was the nurses job to fill up the soap dispenser (what !) and that she would tell a nurse. One hour later the soap dispenser was still empty. God knows how many people had been in and out of the toilet and walked around the hospital spreading bacteria from their hands. I reported it again, but I have no idea when it was finally filled up. Why is it the job of busy, medically trained nurses to fill up soap dispensers ? Why wasn't it taken seriously when I reported it ? Why do I have to tell a hospital how serious hand hygiene is - especially a hospital which has only recently had a Norovirus outbreak ? 2) I should have had a chekup appointment booked after my laser eye treatment in December. Because the doctor who did the laser treatment tried to book this, and another appointment for an unrelated eye condition at the same time, the booking office took in on themselves to only make the second appointment. I had no idea I was supposed to have a checkup for the laser treatment until I went for the appointment yesterday. I was told (by a member of the medical staff) that if the booking office gets two appointment requests from a doctor at the same time they assume the doctor has made a mistake, and they just disregard one of the appointments. This is extremely bad practice - they should check with the doctor first.

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Response from Cheltenham General Hospital

Dear Sir/Madam, Many thanks for taking the time to share this detailed feedback with us. As you rightly identify, hand hygiene is extremely important to us and we're concerned to hear about your experiences in the ophthalmology department. We will pass this feedback on to the specialty director for ophthalmology so they can investigate further. In order to be able to look into the issues you have raised about appointment booking further, it would be helpful if you were able to get in touch with our PALS team so they can take a few more details? If you're happy to do this they can be contacted on freephone 0800 019 3282 or via email: pals.gloucestershirehospitals@glos.nhs.uk Many thanks again for getting in touch and for raising these issues with us. Best wishes The team at Gloucestershire Hospitals NHS Foundation Trust

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