"Normally satisfied but had unpleasant..."

About: Bristol Eye Hospital

Went in today for my appointment with my eye.

Receptionist told me that there would be eye drops and then a scan according to my records.

Then I went to the waiting area.

All was going as normal and the drops were given.

Went into the next area for scan and consultation.

Waited about 45 mins and then I was called straight into the doctor.

The Doctor looked at my eyes and all was fine.

When asked how my eye were I said that they were sore. They said they would look at them.

I was expecting that they would open my eyes.

instead they gripped the eyelid and proceeded to try and turn it inside out.

Had I been told that this was what they were going to do I would have been prepared.

The lids being already sore the firm grip shocked me and I automatically pulled away. I apologised and moved back into place, but when they tried a second time it was painful and i pulled away again. They told me that it would take a long time if I kept pulling away. I said that my eyes were sore and that it hurt. Well I don't have to do this! I said that was fine and to leave it.

I was actually shocked and it was only afterwards I realised that actually it would be better if the Doctor had warned me what they were going to do because I would have told them that I had never been able to turn my eyelids inside out as a child and that it actually unpleasant to find yourself being forced to have it done without warning on sore eyes? Better to let the patient know what you are about to do.

I asked them whether there was a scan next and they said no and that I could go. Up to now the Doctors have all been exceptionally kind and understanding and made me feel confident that they would be gentle. I wasn't expecting to have to be cautious and was caught out.

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Response from Bristol Eye Hospital

Hi there. Thank you for taking the time to contact us. We are sorry you had a less than satisfactory service and would like to direct you to our patient support and complaints team: psct@uhbristol.nhs.uk or 0117 342 1050. Thank you again we really do appreciate your comments.

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