"Outpatient appointment at Ophthalmolgy"

About: Bishop Auckland Hospital / Ophthalmology

I have been attending the eye clinic to support a relative for several years and while I have found the clinical staff to be helpful and treat patients with respect I feel I have to complain about the staff on the reception desk at Ophthalmology. We have always found the staff to be quite abrupt and on a visit this week one member of staff in particular was rude in their manner of dealing with us and others. There was no greeting or attempt to look up from the computer screen when we arrived - the member of staff just shouted Name? date of birth? As a health and social care lecturer myself I would like to point out that this is extremely dehumanising and does not provide even the basics of respect and human dignity. My elderly relative has left the department feeling upset on a number of occasions but this was particularly so this week.

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Response from Bishop Auckland Hospital

Thank you for providing feedback on your experience of the Eye Clinic at Bishop Auckland Hospital.

I am very sorry to hear that you were unhappy with your experience of the reception staff on this occasion and we will make sure your feedback is passed to the Reception Manager.

We would welcome the opportunity to discuss your concerns with you and if you would like to contact us with your name and some more details iof your relative it would enable the Matron/Manager to look into your concerns for you.

If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 7835774.

If you would prefer to contact us by e-mail, our address is cdda-tr.patientexperiencecddft@nhs.net

If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website.

The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients.

Thank you for leaving your comments on NHS Choices.

Patient Experience Team

County Durham and Darlington NHS Foundation Trust

Tel: 0800 7835774

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