"Recieving treatment while visiting a routine diabetic appointment."

About: Market Surgery

(as the patient),

As was attending my appointment for a retina scan at the Market Surgery in Wath. I felt the treatment I received was poor and uncaring. The technician administered a torrential down pour of eye solution instead of the normal few drops, which I believed caused undue discomfort, with little concern.

I asked another patient what treatment they had received, and they described a similar experience.

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Responses

Response from Chris Skelton, Practice Manager, Market Surgery We are preparing to make a change

Thank you for taking the time to give us feedback on our services.

We are sorry to hear that you felt the service was poor and uncaring.

The practice does not directly manage the retinal screening, which is provided by Barnsley Hospital. I will therefore contact them and ask for a response on your behalf. I will re-post once I have recieved a reply.

If you have any further queries please contact me.

Kind Regards

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Response from Chris Skelton, Practice Manager, Market Surgery We have made a change

I have received a response from the Barnsley and Rotherham Diabetic eye Screening Service, the response is below;

We are sorry to hear we did not provide the services that you expected on your visit at Market Surgery.

We use the drops to make your pupils larger so we can see inside the eye. It is only necessary to administer one or two drops in each eye, and leave the patient for a short period of time (usually 15 minutes) whilst the drops work. Using more than one or two drops can cause discomfort for you which is unnecessary. Sometimes air can get caught in the vial, in which case the screener should move away and expel the air before proceeding. If this is not done it can cause more than one or two drops to be dispensed. It seems this is what happened in your case.

It is with regret that you felt too many eye drops were dispensed. All our staff have regular training on the standards of care we expect. This issue will be highlighted to all our screening staff in order to ensure this does not happen again. I would like to give assurance that we take all feedback very seriously, we aim to have all staff working to the same high standards to ensure patients return year on year.

Please accept my apologies on behalf of the Barnsley and Rotherham Diabetic eye Screening Service.

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