"Eye care"

About: Lincoln County Hospital / Ophthalmology

(as the patient),

I saw my optician who wrote a note and sent me to a&e as I needed a medication she could not prescribe. I was surprised how quickly I was seen considering how busy it was and that my visit was low priority. Staff on reception in a&e were helpful and friendly as was the triage nurse- however, the doctor I saw for assessment left me in a room by myself for 45 minutes after saying he would try to get hold of a consultant. I found out later the delay was due to not being able to contact the consultant but it would have been good to have an update more promptly.

The consultant was great - very warm and open and explained the medications/dosage/administration etc. thoroughly and booked my next appointment there and then. I felt it was a little rude to answer their mobile phone (to what sounded like a personal call) before I had left the room but I understood it was the end of his shift.

My only other point to mention is that I found it very difficult to hear the a&e receptionist as they are sat behind a glass booth. I understand the need for this due to safety but it may be worth reviewing/improving the two-way speaker system.

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Responses

Response from United Lincolnshire Hospitals NHS Trust

Dear kk23

Thank you for sharing this feedback following your recent visit to the A&E department. Your positive comments will be shared with both the nursing and medical teams. Dr Flynn will discuss the issues you raise regarding the medical staff with the individuals concerned.

I am sorry that you had difficulty hearing the receptionist. We do display a notice inviting to patients to provide their details to the receptionist in written form too avoid and difficulties with verbal conversations – I apologise if this notice wasn’t visible to you and that this option wasn’t offered to you at the time. I will make sure this is shared with the reception team and check that the notices are still appropriately displayed.

Regards

Tracy Bell

Matron A&E Lincoln County Hospital