"Eye Clinic"

I attended the diabetic eye clinic today, this was my first visit to the new health centre.

The layout and cleanliness of the the centre was excellent and reception staff were polite and helpful.

The staff running the eye clinic however demonstrated a conveyor belt style approach to patient care.

They did not introduce themselves, the instructions were given so that any eye contact with staff, discussion or questions were impossible.

I was handed an information leaflet and then the eye drops were applied rapidly so that i was not able to read the leaflet. I was then asked to wait in the waiting room, this can potentially be difficult when you can't quite see.

Throughout the session the two staff but mainly the person who was applying the eyedrops demonstrated a total lack of personal care, the job was carried out mechanistically.

I actually wanted to ask them if they enjoyed their job as it seemed to me that they may as well have been moving cardboard boxes.

This person represents the NHS, is dealing with the public and could certainly do with some further training in personal skills and a little humanity.

If this is a trained nurse or health care assistant then they really should think about how they appear to clients.

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Responses

Response from Colne Health Centre

Dear Su

Many thanks for your comments regarding your experience of the eye clinic at Colne Health Centre and thank you for taking the time to do so.

I am so pleased that you found the layout and cleanliness to be excellent and that the reception staff were polite and helpful.

How-ever, I am so sorry that your experience in the clinic was not as positive.

I have forwarded your comments onto the team for investigation.

I would really appreciate if you could contact me to provide some further information and so that I can share the outcome of our investigation with you.

I can be contacted on 01254 734471 or you can email me on Helen.ritchie@elht.nhs.uk

If you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk

Many thanks again for commenting and best wishes

Helen Ritchie

Senior Patient Experience Facilitator

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