"First class treatment but very poor bedside..."

About: Bristol Eye Hospital

I visited this month after visiting my GP and being referred. On entry the reception staff were friendly and directed me to the department. I entered the department and a staff member told me to take a number card and sit down - not take a seat Sit Down. I then witnessed and elderly man with a stick enter the department and take a card. He seemed a bit lost and was looking around when the staff member shouted 'If you don't sit down you wont be seen' in front of the whole waiting room. The reception nurse took my details in a private cubicle and was very friendly - the only one there that was.

I was then told to wait for the nurse. The nurse called me into a room and said 'sit down' When I didn't immediately do as they asked due to moving my bag they repeated 'sit down' in a louder voice. After examining my eye they started to scan read my GPs letter - you didnt mention that they said accusingly when they noticed something in the letter. Perhaps if they had read it first they would have known what was going on. I then waited for the doctor. The doctor was abrupt to say the least. I asked a question about my eye and was told 'I will talk when I have finished examining you' I asked what the swelling was under my eye - they said Your face! They gave clear complete instructions and gave me a prescription.

I asked where the pharmacy was. They looked impatient and said 'BRI over the road.'

The waiting time was excellent -

I was seen very quickly and the staff were thorough and instructions were clear. But the staff were abrupt to a point of rudeness which I found quite intimidating. And I felt sorry that they chose to show up an elderly man in front of the whole waiting area as he didn't sit down fast enough. Not an ounce of kindness or compassion there at all.

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Response from Bristol Eye Hospital

Thanks for taking the time to provide us with your feedback. Although we are pleased to hear about your excellent treatment we would like to investigate the other issues that you mention. Please contact our patient support team: http://www.uhbristol.nhs.uk/patients-and-visitors/support-for-patients/patient-support-and-complaints/

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