"Mixed experience"

About: Hull Royal Infirmary

I was seen in the emergency clinic at the eye hospital last week and it was a very positive experience. I had to wait a long time (I was there over 4 hours) but didn't mind as I'd been given an appointment at short notice. The doctor (in A&E 1) was excellent, listened, discussed possible diagnosis and requested some tests. I returned today to see a nurse practitioner who was also pleasant but was interrupted seven times whilst they were seeing me and left the room three times to sort out problems elsewhere. Each time they told me how everyone asked them questions because they had been there for 20 years and was very experienced. However, with each interruption, I felt like I lost the thread of our conversation and I left with treatment for a completely problem to the one the doctor discussed last week and no further on with resolving the pain. I could understand them dealing with other problems once or twice during a consultation but not seven times. It was obviously the norm because after the second time they said 'Now I'll give you my undivided attention, until I'm interrupted again'. Please sort out other problems between patients, not in the middle of a consultation. Otherwise this is a good service.

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Response from Hull Royal Infirmary

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience and we will ensure that the staff concerned are made aware. If you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk . If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email foundation.trust@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, Patient Experience and Engagement Department Hull and East Yorkshire Hospitals NHS Trust.

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