"Absolutely disgusting- worst experience of NHS"

About: St James's University Hospital

I was referred for an emergency eye appointment by an out of hours GP I had visited the night before. I arrived at 1.30pm for a 2pm appointment. I was finally able to see a doctor at 5.30pm. The doctor I saw was fantastic. However, the nursing staff were terrible. Despite the fantastic medical treatment I eventually received, I do not think it was worth the experience I was forced to endure whilst waiting. I would absolutely not recommend the emergency eye clinic to anyone (particularly elderly relatives). If you have no other option but to seek treatment here, I would strongly recommend taking a family member or friend with you as it can be a highly distressing environment.

I visited alone, after 2 hours of waiting I was in pain and visibly distressed. The nurses ignored me. I asked to see the doctor as soon as possible due to the increase in pain. This request was also ignored. I was the last person in the waiting room to see a doctor. I hope that the nurses delaying my treatment was not a response to my complaint, but I cannot be sure.

My experience at St James's Emergency Eye Clinic has made me reluctant to use the NHS again, particularly for eye treatment. I have submitted full complaints to both the hospital and via the NHS central complaints procedure.

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Response from Shannon Dunford, PALS Officer, Patient Experience, PALS, Leeds Teaching Hospitals

Dear Anonymous

I am very sorry to read of the problems you have encountered using our service.

I am sure that the Eye clinic will be very unhappy to know that the service they gave did not meet your expectations.

With regard to your complaint, your concerns will be fully investigated and I hope that you are happy with the resolution.

Kind regards


Senior Nurse

Patient Experience

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