"Poor communication during after care and emergency..."

About: Manchester Royal Eye Hospital

Following surgery for retinal detatchment I encountered the following issues on ward 55 1) totally ignored by nurses when I asked for painkillers immediately following my operation . Took about 5 hours and when seen by the consultant post op check i told him that I had a severe headache and had asked for pain relief he had to go and get some for me. 2) one particular nurse in there absolutely despised what she was doing and made it apparent to me the way she spoke to me and treated me. Making me feel really uncomfortable. 3) when asked for the slightest thing ie pain killers or water, bearing in mind here i couldn't see, I never recieved any and if I did it was 5 -7 hours later. 4) on discharge I was not told anything about soreness or pain or when I could wash my face so my husband made 1 phone call to them asking them if I could wash my hair, the nurse on the other end was abrupt and her manner was shocking, my husband was just going to thank her and she abruptly slammed the phone down . 4) no information given on what to expect during recovery. 5) told to administrate eye drops for 2 weeks when one of the drops need to be administered for 4 weeks. 6) given a check up date for the same day I was discharged . So they had to redo that 7) would not help with the cost of parking, saying that the whole hospital had stopped issuing forms to allow more than 6 hrs parking for £5. When subsequently I have found this is not the case as on Monday i had to visit emergency dept and ended up in clinic c and the sister issued me with the form to enable me to park for more than 6 hours for 5 pound. 8) regarding the above visit. As stated we ended up in clinic C to see the consultant, the nurse failed to pass on the consultants instructions to tell us that we would we be seen at the end of his appointments list, she in fact told me that we would just have to sit and wait, consequently we waited 3 hours during which time I was in a lot of pain and suffering under the bright lights. This suffering was unnecessary as we could have gone home and returned later if the nurse had followed the instructions given by the consultant. This was after consultation in the various areas of the A&E department which eventually involved another 3 hours . 6 hours of which at least 5 hours 30 mins involved just sitting around waiting. There are other issues as well , where I feel i get treated like a statistic and not a human being with feelings. Now I know why ward 55 only recieved only a bronze certificate. My whole experience with this ward and the staff was frightening, because they do not communicate with 1 another and if you ask for medication or water they go back to thier docking station and forget you ever existed! Though some staff were very good . Overall a really scary and bad experience

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

We are very sorry to receive your comments and concerns via the Patient Opinion website about your experiences in October 2014 whilst an inpatient at the Manchester Royal Eye Hospital and then subsequently when accessing the Emergency Eye Centre and Outpatient’s Department. The Matrons responsible for these areas have reviewed your posting and will where possible, from the detail you have provided, investigate the specific concerns you have raised and take any appropriate action.

We take all issues surrounding patient care very seriously and due to the concerns you have raised the Matrons for these areas would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be able to put you in contact with the relevant Matrons.

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust