"very little communication."

About: Crosshouse Hospital / Ophthalmology

(as the patient),

I have attended this clinic for the past ten years. Always had two appointments on the same day. Fields and then Doctor/ Nurse to check pressures and to check behind eyes.. This year, my doctor's appointment has been cancelled twice. I had to visit hospital on two separate occasions for five minute appointments. One for Fields and other for consultant. For the first time ever, no drops put in eyes. Just told to keep using drops I have had for years. No explanation of pressures. No explanation why no drops. In fact very little communication.

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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

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Dear reid3,

I can understand why you are unhappy, it is clearly not what you expected based on past experience. There may have been a good reason for the change but you should have had it explained to you and I am sorry that this does not seem to have happened. If you want to contact me, I can endeavour to find out the rational for the change in process. I can be contacted on - 01563 826222 or - eunice.goodwin@aapct.scot.nhs.uk.

Meantime, I will pass this to the Opthalmology team for their consideration and further action.

Thank you for letting us know about his,

Best wishes

Eunice

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

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Dear Reid3,

Having discussed your post with the Opthalmology management team, I can add to the information I previously posted.

The Ophthalmology Directorate is aware that they are not currently delivering a service which fully meets the needs of their patients.

The number of patients attending the eye clinics increases year on year. This increase in the number of patients presenting together with an increase in new treatments available for previously untreatable conditions makes it challenging to provide sufficient appointment slots for patients. With our surviving, aging population, treatments that were not commonplace e.g. cataract operations are now routine and carried out on a daily basis. It is great for patients that we are able to offer these treatments however this has caused an unprecedented increase on the demand on the current staffing and clinics.

Due to the length of time it takes to do the Field test, only 12 can be done within the working day while more than 12 people may require it on any given day. Therefore some people may not be able to get this done at the same clinic visit.

I am happy to look into the issues specific to your own treatment and care. If you would like to call me with your name and date of birth I would be happy to speak with the clinical team with regard to your last clinic visit and hopefully provide you with clarity around the issues relating to the eye drops and pressures.

Thank you again for raising this important topic with us. I can re-assure you that the Team is attempting to make improvements in the service to ensure an improved experience for our patients. If you would like me to review your individual care or wish further information, please call me on 01563 826222 or email me - eunice.goodwin@aapct.scot.nhs.uk.

Best wishes,

Eunice

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