"Very Poor Quality of Service"

About: Manchester Royal Eye Hospital

I took my mother to have laser surgery in Eye Clinic C. What an appalling place. The staff are rude and ignorant and would not understand the phrase "customer service". We attempted to hand-in the personal details form posted to my mother. The receptionist said, "we don't need that". The ophthalmologist would not listen to my mother and was very dismissive of everything she said. After the treatment was complete we had to go to pharmacy. Who dreamt up that system. We had to wait 1 hr & 25 mins for two bottles of eye drops. Why can't they give the patient the eye drops in the treatment room. The level of privacy afforded patients is unnecessary. This is an eye hospital not a GUM clinic. Nowhere else is the wait so long or the level of privacy so over the top. Perhaps the treatment given was excellent. The people delivering it need to learn how to communicate with people. A far better system of dispensing prescriptions needs to be found. If all patients receiving a specific treatment are given the same drug it would be far more efficient for them to be given this at the end of their treatment. When a person's body has been assaulted by a procedure the patient, especially when octogenarian, just want to go home, not have to wait nearly an hour and a half for a bottle of eye drops.

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Responses

Response from Manchester Royal Eye Hospital

Thank you for your feedback regarding your recent visit to Eye Clinic C at Manchester Royal Eye Hospital. Ms H Bateman, Matron for Outpatient Services, at Manchester Royal Eye Hospital sincerely apologises that you felt that the receptionist and ophthalmologist were unprofessional and showed poor customer service skills.

Please be reassured that this is not the level of customer service we expect from our staff and your comments will be shared with the Patient Services Team which cover the reception desk in Clinic C and your comment regarding the ophthalmologist will be fed back to the Clinical Head of Division for feedback to the Doctors.

It is very difficult to respond to the specific concerns you have raised without being able to investigate these in more detail. We take all issues surrounding patient experience and communication very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be able to discuss this with you.

The Patient Experience Team

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Response from Patient Experience Lead, Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback regarding your recent visit to Eye Clinic C at Manchester Royal Eye Hospital. Ms H Bateman, Matron for Outpatient Services, at Manchester Royal Eye Hospital sincerely apologises that you felt that the receptionist and ophthalmologist were unprofessional and showed poor customer service skills. Please be reassured that this is not the level of customer service we expect from our staff and your comments will be shared with the Patient Services Team which cover the reception desk in Clinic C and your comment regarding the ophthalmologist will be fed back to the Clinical Head of Division for feedback to the Doctors.

We were also sorry to learn that your experience at Lloyds Pharmacy was not as positive as we would hope. It is important to us to hear your comments and make changes and improvements to the pharmacy service.

We understand that you attended Lloyds Pharmacy recently and you had to wait for 1 hour and 25 minutes to receive your prescription.

Fluctuating clinic workloads mean that waiting times in the Outpatient Pharmacy can vary considerably. Please be assured that Lloyds Pharmacy are continually looking at ways to minimise this variation by altering staffing levels and improving workflow so that the service is provided effectively and efficiently, minimising any delay to our patients.

The option of patients receiving a FP10 Prescription, which can be dispensed at any chemist, is currently under review and is dependent on the type of medication required, as some medicines can only be dispensed within hospital.

In addition, a new Prescription tracking system has been installed in Lloyds Adult Outpatient Pharmacy with a screen in the waiting area to inform patients of the progress of all prescriptions based on the average waiting time. This system enables the trust to run reports on individual waiting times which will enable us to look at improvements to the service provided and patient’s experience.

Your concerns have been raised with the staff in Lloyds Pharmacy and they will look into the circumstances that caused the delays. Also one of our senior operational managers is working closely with Lloyds to ensure that the service provided by them meets the Trusts standards.

On behalf of the Pharmacy Services, may we offer our sincere apologies for your unsatisfactory experience of our services and the inconvenience this has caused you. We hope you will accept our assurances that the issues you highlighted have been taken very seriously and will be thoroughly investigated.

Thank you again for your valuable feedback which helps us to improve our patients’ experience.

It is very difficult to respond to the specific concerns you have raised without being able to investigate these in more detail. We take all issues surrounding patient experience and communication very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be able to discuss this with you.