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Care Opinion

Let down by Opthamology Clinic

Posted By again

"Let down by Opthamology Clinic"

About: Crosshouse Hospital / Ophthalmology

(as the patient),

Had to ask how late clinic was running. Or would not have been informedmit was running over one hour behind time. No apology, no explanation.

Also asked staff member to do something, even if only get security to move them, about people smoking and smoke coming into waiting area. No action taken.

A let down on all levels.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 7 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 23/05/2016 at 15:55
Published on Care Opinion at 16:03

picture of Eunice Goodwin

Dear again,

I am so sorry you feel we have let you down on all levels, it is not the experience we hope for our patients. I will ensure that the team are aware of your feelings.

I believe a lot of the clinics display time delays on boards, however, I suspect this may have limited value to some people in an ophthalmology clinic (eye drops etc.).

Regarding the smoke, it is a shame we did not take the opportunity to stop this and I am sorry for that. It is also a shame that the people smoking insisted in doing so despite the 'smoke free grounds' policy.

Thank you so much for letting us know about this, it help us to reflect on our practice.
I hope your next visit does not make you feel the same.

Best wishes,

Eunice

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Update posted by again (the patient)

Thank you for your response.

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 7 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 24/05/2016 at 08:47
Published on Care Opinion at 09:26

picture of Eunice Goodwin

You are welcome. By raising issues, some of which we would not see from inside the service, it gives us a chance to look at changes and improvements.

Thanks again for being in touch.

Eunice

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