"Satisfied with care provided"

About: Manchester Royal Eye Hospital

I visited the eye hospital emergency department on the 24th March 2016 as my GP told me to do so with my eye condition. Despite spending almost three hours of waiting there as it was busy, I must say I was very happy with all of the staff, doctors and a lovely person at the reception. Thank you.

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Response from Amy McCawley, Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

Thank you for taking the time to post your comments on the NHS Choices Website about your experience at Manchester Royal Eye Hospital.

We were sorry that you had to wait to be seen when you attended but we were pleased to read that you were very happy with the care you received.

The Manchester Royal Eye Hospital is working hard to try and reduce the length of time that patients have to wait for appointments and also the time patients spend in the Out Patient Department. We have opened a number of off-site facilities that has enabled us to see more patients, therefore reducing waiting times. We have also worked with staff and patients to monitor the patient journey and streamline processes to ensure that sequenced appointments run smoothly and efficiently. It is not clear from your comments the nature of your visit but we would be extremely keen to discuss your experience in more detail to understand the problems that you encountered. Listening to patients’ experiences enables us to plan further changes to our services. If you would like to do this please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk who will be able to put you in touch with a member of the Manchester Royal Eye Hospital Team.

I would also like to explain that where waits are likely to be long, for example multiple tests and clinical reviews, staff have ‘pagers’ that can be given to patients so that they can leave the waiting area and be called back when the clinician is available to see them. Work is also on-going to ensure that staff keep patients informed of any delays in appointment times and the reasons for these delays via face to face conversations or via the televisions in the waiting areas and we hope that this was your experience.

It is always good to receive feedback, which highlights the hard work and caring nature of our staff. We have passed on your positive feedback to the Director and Head of Nursing for the Eye Hospital so that it can be shared with the wider team.

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