"Cataract Surgery"

About: William Harvey Hospital / Ophthalmology

(as the patient),

Below is the summary of my observations during my cataract treatment at your department

10. Positives

1. All three wards and toilets are spotlessly clean

2. Every member greets patients with a smile and treat them with respect.

3. The clinical staff starts the conversation with the patient by giving their names and the job titles first. Then they explain what their job entail and how her work would help the patient

4. They explain the procedure that follow the consultation clearly and unambiguously

(When Mary and Alison examined my eye they have explained to me what measurement they were taking and why. (I. e how the readings they took would help the consultant at operation theatre. )

5. Consultants takes time to explain the whole operation in details and in layman’s terms. This is very reassuring

6. At the end of the consultation the Nurse or Consultant, always ask “If there any question you would like to ask me”

(Every patient worries about the operation and think “what would happen if operation goes wrong. Would I go blind. ” They are fully aware of how nervous and worried the patients are and try their best to reassure them before and during the operation. )

7. During the operation the consultant asks the patient if he is ok, at every few minutes.

(It is very reassuring for patient to know that he is not being ignored as an object on the table. )

8. The staff do not ignore the patients nor do they talk over their heads

9. Call centre staff has Excellent telephone manner ( I. e. C Hicks)

10. The booking system is very efficient

11 Mistake proof operation procedure

(To avoid any mistakes patients eye is clearly marked with an arrow using a felt tip. Not only that but the consultant would also ask the patient repeatedly which eye is going under the knife. Sometimes due to nervousness the patient gets left and right mixed up. A member of staff therefore touches one eye and ask the patient if it is this the right one. (It is the same Poke Yoke method we engineers adapt at Rolls Royce shop floor in order to make sure that mistakes wont happen )

1 Negative

I must say that I have come across only one negative during the 5 months that took to complete my treatment. I would write about it once somebody have acknowledge this complimentary letter.

I have been to a few other areas of the hospital in the past and have encountered non clinical staff who does not think much about patient care. I think some of non-clinical staff at front desks have “What I am doing working here” attitude. They seem like they could not care less about how the patient feels as long as they get paid. They talk over the head of patients and sometimes use too many medical jargons to confuse us.

Fortunately, your staff at the two eye wards and the operation theatre are million miles away from them. Your colleagues are highly trained professionals with total care towards patients.

I have seen them treating every patient with great respect and kindness. They all are reassuring and courteous all the time and nothing is too much trouble for them. I have a feeling that your department has trained all of them to achieve the highest standard of Patient care. I cannot imagine having a better treatment anywhere else in William Harvey hospital.

My wife and I would like to take this opportunity to thank Consultants Mr Heravi, Mr Sunil, Mrs Jay, Mary, Alison and all the other wonderful staff whose name I could not remember

In conclusion, I would say that you should be very proud of the service your staff offer to the eye patients day in day out. They are a fine set of Ambassadors for the NHS and a credit to your department

I cannot wait to come back to get my other eye operated in July

With best regards

Yours sincerely

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Responses

Response from Sally Smith, Chief Nurse and Director Of Quality, East Kent Hospitals University NHS Foundation Trust

Thank you so much for your kind words and taking the trouble to give us such positive feedback. I am so glad your overall experience was positive.

Thank you also for telling us about the negative aspect of your care. We always appreciate knowing the areas where we need to improve.

I will make sure your letter is shared with the teams so that we can make sure all do our staff are always polite and helpful with the patients we serve.

I do hope you are recovering well, and thank you again.

Sally

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