"Visit to A&U & minors dept and eye clinic"

About: Leicester Royal Infirmary

I was advised by my optician to go straight to A&E after developing worrying symptoms in my right eye, this was a sunday morning. arrived to be told eye casualty closes at 12.30 at weekends (this is a joke) and was seen first in ccu then transferred to minors dept, after a long wait was told by who I think was a nurse practitioner (seemed to be in charge) to go home as wasnt urgent and outside of eye looked fine. Not happy about this I challenged what he said because i feared my retina was detaching and time is important in these situations, he said no it wasnt and nothing would be done today anyway. Was told by him to attend eye casualty the next day. I found him uncaring and rather patronising, unfortunately i was so angry that i didnt get his name. Anyway returned to LRI next day and sat in eye casualty for hours and eventually was diagnosed with 3 retinal tears and bleeding at back of my eye, I had urgent lazer treatment that evening and have since had 3 further urgent lazer treatments. I am currently attending the eye clinic weekly. Why was I initially sent home, my retina could have detached, luckily it didnt but no thanks to the man in the minors dept. The doctors in the eye casualty and eye clinic are superb and I thank them very much, most of the staff at the reception desk in eye clinic are useless, say they will book appointments and dont and dont seem to know the job in hand, I urge anyone attending these clinics not to leave without written confirmation of appointments, the staff seem to panic when a que develops and they say will phone/write to give you appointment but never do. They shouldnt be doing the job if cannot do it correctly, serious failings at LRI with clerical staff.

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Responses

Response from Leicester Royal Infirmary

Hi Dawn H Thank your taking the time to provide your feedback. Unfortunately, without seeing your records it is difficult to comment on the initial diagnosis made by the staff member who saw you first. However, we are very, very sorry for the manner in which they addressed you. Thank you for your feedback about our clerical staff. Truthfully, we are actively working to improve our systems and reduce the pressure on our staff. Your comments are very helpful though and we willtake them on board. We are really pleased that the doctors in eye casualty and the eye clinic have provided you with the level of care we aim to provide. If you would like to follow-up any of your comments ā€“ good or bad ā€“ please feel free to contact me by email, martin.watts@uhl-tr.nhs.uk, and Iā€™d be happy to look into them further. Martin Watts, Service Manager for Ophthalmology

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