"Previously there have been pockets ..."

About: Leicester Royal Infirmary

(as the patient),

What I liked

Previously there have been pockets of excellent practice by clinicans and my hope was that this would continue. I had received excellent support from consultants and the Vista service fro the blind was second to none. (Low Vision Clinic. In the past the clinical care had been excellent. .

What could be improved

I was unclear why the" lead" of the eye testing machinery was placed on my lap as there was not enough lead to plug it into the wall behind me. I mentioned that the lead was too short. No response was given. I am unclear why as blind with reduced visual fields why machinery was not connected in an appropriate manner in accordance with the Health and Safety regulations.

I was unclear why I was asked to put my chin on the rest of the machine and in bending forward I was afraid of disconnecting the plug. Unfortunately the lead had no colour coding or emergency hazard tape on it.

As a patient I felt that my expectations for safe management of working practices would not be compromised in an eye department where they were clinically competent to manage vision. I was unclear why the clinician called me into the room without ensuring that safe practices of equipment was managed related to quality standards of optical care. I was unclear why I should receive a substandard level of service as I was the most vulnerable patient having little more than light perception without spectacles.

The experience has left me feeling powerless and vulnerable. I lost trust and confidence in the treatment that was to be provided as the basics of care were not met.The clinican didn't take the practical concerns seriously that were immediately identified. I felt degraded, devalued and traumatised by the experience and would not attend any further appoinemnts as the standards of care were so poor.

Communication standards by one clinician was harrassing in terms of unwanted acts when testing. . The harrassment was repeated despite my requests for it to stop.

Prior knowledge had been given in notes about clinical management but as was evident in the testing this had not been acted upon and the strateigies used for testing were devaluating and dehumanising.

Anything else?

I am deeply saddened that I have lost trust and confidence in the system at Leicester and thought that those who were the least experienced would receive clinical guidance.

Sadly gross errors in terms of communication, harrassment and health and safety would not be evidenced in the clinical notes. I hope that no other blind person receives such treatment.

The practice that I experienced today would not be repeated by other hospitals occupying the same standard of service delivery. I have made detailed notes of the 40 points of poor practice that may be not justified but the space contained doesn't allow for this.to be recorded. I have tried to be honest and fair. Sadly anyone with the same issues of the complaint would not return. Any reasonable person would not return to the hospital setting having had such devaluating treatment or want to attend any other clinics within the hospital of Leicester.

The 40 points are factual accounts of inappropriate service delivery that can easily be identified by a non clinician as substandard.and substantial and not trivial or menial.It deeply saddens me that such practices should happen "behind closed doors without accountability".

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Response from Leicester Royal Infirmary

Thank you for taking the time to leave your comments about your experience at Leicester’s Hospitals. We realise a significant amount of time has passed since you posted your comment and we would like to sincerely apologise that we did respond to in a timely manner. We have since updated our process of responding to reviews posted on NHS Choices and are now committed to making sure we respond to comments within 21 days of the date they are posted. If you would still like you comment or concern to be investigated, please contact PILS on 08081 788337 or online at www.leicestershospitals.nhs.uk/patients/patient-welfare/patient-information-and-liaison-service/contact-form/. If you have any other specific questions or comments, please feel free to contact us on communications@uhl-tr.nhs.uk. Thank you Communications Team Leicester’s Hospitals

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