"Experience at the hospital"

About: Manchester Royal Eye Hospital

First of all there is a shambolic impression one gets, you are moved from one clinic to another for different procedures (put drops in and check vision, why does that need to be in another clinic,.

Next calling patients Into consultation rooms : in some clinics ( the small ones) fairly easy to hear your name, in the larger clinic(c) impossible to hear your name being called this leads to patients becoming stressed in case they miss their name !

The staff do not appear to want to raise their voices to be heard!

The wait was intolerable on a couple of occasions.

Then the pharmacy, oh dear! One hour wait for a bottle of eye drops ! I had asked my doctor if I could have a prescription to fill in my chemist I was told that was not possible! Seriously !

I have no reservations about the professionalism of the medical staff but there are too many patients at any one time making the experience for the patient very stressful, I dread visiting but I have too because of ongoing problems.

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Responses

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

Thank you for taking the time to post your comments about your experience of the Manchester Royal Eye Hospital.

Ms H Bateman, Matron at Manchester Royal Eye Hospital would like to offer her sincere apologies for your experience in the outpatients department in January 2016, as this is certainly not the standard of service and patient care we expect.

We are 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. I understand that you attended Lloyds Pharmacy recently and you had to wait for an hour 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 produce reports on individual waiting times which 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 obviously caused you? We hope you will accept our assurances that the issues you highlighted have been taken very seriously and will be thoroughly investigated.

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.

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

Response from Manchester Royal Eye Hospital

Thank you for taking the time to post your comments about your experience of the Manchester Royal Eye Hospital.

Ms H Bateman, Matron at Manchester Royal Eye Hospital would like to offer her sincere apologies for your experience in the outpatients department in January 2016, as this is certainly not the standard of service and patient care we expect.

We are 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. I understand that you attended Lloyds Pharmacy recently and you had to wait for an hour 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 produce reports on individual waiting times which 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 obviously caused you? We hope you will accept our assurances that the issues you highlighted have been taken very seriously and will be thoroughly investigated.

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.

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

The Patient Experience Team

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