"Once into A&E I was in good hands and with an..."

About: Bristol Eye Hospital

What I liked

I had a rapidly detaching retina.

Once i got into A& E and then the ward everything was efficient and smooth. The A&E nurse practitioners were calm and kind bui communicated what they were doing and why with a clarity that made the discomfort of being pulled around bearable. They used language that a lay erson could understand and took time to expand when asked. Referral to the duty doctor was smooth and speedy, as was the transfer to the ward.

The ward staff were also nurturing and calming. The ward was clean and efficient. The nurse was very focused in explaining the whole sequence of events and very encouraging by stating clearly the likely successful outcome.

The whole surgical routine from anaesthetics to post op (under local) was calm and efficient. Ward nursing staff were clear with their instructions and encouraging at all times. The auxiliaries glided around and nothing was too much fuss for them.

The food was surprisingly good for an NHS hospital and my special dietary needs worked round well.

Discharge home was well explained and follow up appointments arrranged with no fuss..

In summary, calm, efficient, supportive and above all else a brilliant outcome for me.

They told me they will try to save what little sight I had left, about 40%, but have actually given me an eye back with full range and focus. In fact better than the good eye.

Overall I am very grateful for all their efforts on my behalf.

What could be improved

Getting through on the emergency telephone was diabolical and took me a long time - hours. The email I sent to the hospital webmaster was responded to but only after I had finally got through on the telephone and set off on the long haul from Frome to Bristol by train.

When the sister asnwered the telephone she was clear and effective - but this was several hours after my firstcall.

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Response from Bristol Eye Hospital

Thank you for taking the time to give us feedback about the service at the Eye Hospital. We are pleased to hear that you had a good experience whilst in the A&E Department and we will pass on your comments to the staff there. We are sorry it took you so long to get through to the department by telephone. There is currently one triage telephone line into the department and this is allocated a dedicated member of staff, so delays of this length are unusual but unfortunately can happen. We are about to review the triage system to look for improvements in the way we run this service and we will include the telephone service as part of this.

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