"no introduction or chance to ask questions at the eye clinic"

About: St Helens Hospital / Ophthalmology

(as the patient),

I attended the eye clinic to have an eye scan.

I was called in from the waiting area; I wasn’t welcomed to my consultation the staff member did not introduce herself. The scan I was having was not explained to me other than to put my chin on the plate. Therefore I had no idea what was going to happen to me. My consultation was interrupted by another member of staff who did not even have the respect to knock and just entered the room asking about a care record for another patient mentioning the patients name which I thought was odd given that information is meant to be confidential.

Once the scan was completed I was not debriefed and wasn’t given the opportunity to ask questions I was only given a piece a paper to take to reception, with the words follow up written on it. In the end I had to ask the admin team what this meant and they explained this to me. The admin team very helpful and if it was not for them I would have been none the wiser as I what was happening to me next.

On another note the tv in the waiting area has subtitles with no sound not really the best for an eye clinic when most people who are there struggle to see

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Responses

Response from St Helens Hospital

Thank you for raising your concerns, I am very sorry to hear of your poor experience and dissatisfaction. We would like an opportunity to explore this further so that we can find out what happened and so try to ensure that a situation like this does not happen in the future. If you would kindly contact the Patient Experience Team on 0151 430 1376 we would be happy to discuss this with you

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