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Care Opinion

Shaky start but improvement on last visit

Story from nhs.uk

"Shaky start but improvement on last visit"

About: Manchester Royal Eye Hospital / Ophthalmology

I attended on for an outpatient appointment with tests required before being seen in clinic. I booked in 20 minutes early for my visual field test as traffic and parking had not taken as long as anticipated.

I was called in 5 mins after my time and my husband made to accompany me. He was told that there wasn't a seat for him so he stayed in the waiting area. I was rather surprised to find someone already undertaking the test with someone seated alongside them as well as the one carrying out the test. I had to confirm my personal details which I tried to do quietly both with respect for the other person and for patient confidentiality!!

On returning to clinic A I was sent for an optical coherence test. I was expecting it to take 15-30 mins as per the leaflet sent with my appointment letter. It actually took only a couple! I showed the leaflet to the dept manager expressing concern at incorrect infomation being sent out-the leaflet was printed in 2009!!!

Returning to clinic A I was told clinic was running late so once again requested a bleep to allow us to go for a coffee. I was recalled 5 mins before my appointment time and was seen only 10 minutes late.

The consultation was well carried out and explanations given.

I was initially offered follow up appointments at Altrincham but as this is 27 miles from my home I asked to continue to be seen at the eye hospital which is only 10 miles away.

On balance a much better visit this time.

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Responses

Response from Patient Experience Team, Manchester University NHS Foundation Trust 7 years ago
Manchester University NHS Foundation Trust

Submitted on 06/03/2017 at 13:27
Published on Care Opinion at 14:47

Ms J Gray, Head of Clinical Imaging, would like to thank you for your feedback following your visit to the Eye Hospital in February 2017. Ms Gray has explained that there are 2 fields machines (diagnostic process to check field of vision) in one room as the Optometry Department was designed in this way and this is a standard design across NHS hospitals.

To confirm a patient's identity, personal Identifiable details ie. name and DOB, will be asked for by all staff to establish a person's identity, this will be done at the reception desk, before any consultation or procedure. However, the only details that should be asked for in the fields room is a patient’s date of birth, this is done quietly so as not to disturb the other patient.

Only certain types of personal information are classified as sensitive, including, for example medical condition, race, religion, sexual orientation etc. No such details are discussed during the testing process. However, if a patient feels they want to be tested alone we can provide this.

The Ocular Coherent Test (OCT scan of the back of the eye) leaflet states 10-15 minutes which is based on the lengthiest OCT protocols.

We would like to offer our assurance that the leaflets have been reviewed by the imaging team since 2009, but as no revisions were required the department felt it unnecessary to pay for this to be amended.

It is very difficult to respond to the specific concerns you have raised without being able to investigate in detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they can discuss your specific concerns and experience with you

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