"removal of a cyst on my eyelid"

About: Cumberland Infirmary

I attended the department yesterday, a busy day with 5 clinics. I saw three different nurses and none of them introduced themselves. I was shown to a room and asked to lay down on the bed. I was anxious, a nurse did ask how I was and was reassuring in manner. Whilst laying down I was left on my own and a different doctor came in, who didn't introduce himself, and was obviously looking for something but I felt very awkward laying on the plinth not really being able to see what they were was doing. I thought this was rude. On a positive note the doctor who performed the procedure, I felt took extra time to explain the procedure as they knew I was anxious. They were extremely gentle and very reassuring. This doctor and the nurse worked well together and were professional in their manner. I have been very pleased that although my eye is swollen today, unlike last time when a different doctor carried out the same procedure, there appears to be very little bruising. Overall a positive experience although I felt the nurses could take more time to carry out common courtesies and perhaps be more aware when a person is clearly anxious and needs to be reassured.

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Responses

Response from Cumberland Infirmary

Thank you for describing your experience within Opthalmology; I am very sorry some of the staff failed to introduce themselves. It is vitally important that this happens particularly when this may be a situation when the person may not be able to see the nurse or doctor and will be feeling particularly anxious. I shall pass your comments to the Opthalmology team where they will have the opportunity to realise how non-introductions and poor communication affect their patients. I am pleased however to hear that there has been less bruising this time and I hope you continue to recover well. Thank you again for taking the time to post your comments as it is by hearing about patients' experiences that we can improve our services. Helen North Cumbria University Hospitals NHS Trust

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