"outpatient experience"

About: Manchester Royal Eye Hospital

This service needs looking at as it appears less than organised. My appointments have been cancelled several times and once there, cannot hear your name being called out. There are a lot of elderly patients and are quite worried about missing their turns. Most of the staff just mumble the names quietly. Only one nurse was heard to speak loud and clear. The medical assessment was very professional.

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope at your visit to MREH in November 2014. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

In response to your comment about patients not being able to hear their names when they are called, we can tell you that the Matron for Outpatient Services at MREH has shared the concerns you have raised with the staff in the Outpatient Department and highlighted the importance of the nurses speaking clearly when they call patient names to invite them into consultation so that others don’t experience the same issues as you did.

It is difficult to respond to all the aspects of your post in a full way due to a lack of detailed information, therefore if you would like to specifically discuss the cancellation of your appointments with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

Thank you for your positive comments about your medical assessment, this will be share with the outpatient team.

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust