"Outstanding staff and care."

About: Manchester Royal Eye Hospital / Ophthalmology

In August 2016 I suffered a retinal detachment.

My first visit was to Clinic C. Reception staff look as though grieving. Nursing and care staff were excellent, smiley, cheery and helpful.

Next visit for surgery. Ward 55 was brilliant for care and the nursing staff. Food and drink was good and surprisingly served nice and hot. Toilet facilities are good.

Staff on this ward are friendly. They all treated me as a person rather than a medical condition. They were all unhurried in delivering care to me so that I didn't ever feel like I was taking up valuable time. I could hear some staff interactions with other patients and at all times they were considerate to that individual's specific needs and extremely patient with them.

One criticism - we (my wife was with me at the time) saw only one 'cleaner' who was pleasant enough to speak to but was being paid for doing nothing. They dragged a cloth over four bedside tables and one wardrobe top and removed some visible crumbs from under one bed. The care staff frequently wiped tables and lockers over in an efficient and effective manner. Later as part of my care my locker required moving a little and behind it there was encrusted dirt where the wall meets the floor.

Surgery - all staff excellent and made me feel at ease.

Night staff - excellent. If you will be staying overnight and are expected to maintain a face-down posture I recommend you take a personal MP3 player. I was coping satisfactorily until some distant classical music was turned off at 10:55. From then onwards it is a long night with an inability to sleep and only wristwatch hands to look at.

Morning - all staff excellent. Young (I'm old) surgeon an absolute delight with their friendliness and enthusiasm.

Three lots of eyedrops supplied on the ward so there was no need for us to wait at pharmacy.

Follow-up two weeks later at Clinic D.

Again reception staff definitely not happy. Some staff appear aimless and lacking ability to smile. There is no feelgood factor for a person to hear their name called by someone who appears to hate being there and then to be instructed "Dis way".

I was seen by another surgeon who again had a lovely attitude and answered all questions in a detailed and unhurried way.

My retinal detachment occurred on a Sunday afternoon. I went to Chorley Hospital (my local) and they were able to make an appointment for me to see an Ophthalmic Consultant on the following day at Royal Preston Hospital. They explained that RPH do not do the type of surgery I required and they spent ages on the phone to get me a Wednesday appointment at Manchester. On the Wednesday I could have had surgery there and then with local anaesthetic but it was deemed necessary that I have a general anaesthetic and that was accomplished on the Friday.

I am happy with my treatment all along the line and am delighted with the outcome.

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Response from Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

Thank you for taking the time to post your comment on the NHS Choices website. we were pleased to read that you had a positive experience on Ward 55 at the Manchester Royal Eye Hospital and that you found our staff cheerful and helpful. We were especially pleased that you found the food service to be satisfactory and that your overall experience was good. We aim to provide all of our patients with a high standard of care and it is always good to receive feedback which highlights the hard work of our staff.

Mrs Kathryn Mitchell, Deputy Head of Facilities Management, would like to apologise that the ward area appeared dirty and did not deliver the standard that we would want to provide. Your feedback has been provided to the managers of the service to ensure that the member of staff is retrained and monitored to deliver the cleaning schedules which we have in place. Mrs Mitchell also confirms that the ward staff can contact the Helpdesk to request additional support if they are aware of problems and this will be reiterated to them.

It is very difficult to respond to some of the specific concerns you have raised without being able to investigate in detail. We would like to hear from you directly about any other issues you may have regarding your care and treatment. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you.