"Eye department, poor management of patient waiting..."

About: St James's University Hospital

Anything else?

To arrive 20 minutes before my appointment to find out that they have over 140 patients to be seen through the morning/day.

On giving my letter to the staff it felt like they could not really be bothered and to watch my paper work put to one side as they moved on to someone else.

I waited in the waiting room as the area filled up with patients arriving for there appointment, I felt my turn would arrive for me to see the doctor but I watched people who just walked in go straight through.

I noticed paper work being passed across to the floor staff and they just piled the work load and then the new files came to the top leaving my paperwork at the bottom meaning I would be further in the queue?

Having a good management system, something in place that makes the flow of patients should be paramount. What's currently in place is not working and needs to be addressed, if other departments can achieve this why not this department.

Feel very deflated with my wait at this hospital.

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Response from Leeds Teaching Hospitals NHS Trust

Dear Buck

We are very sorry to hear about your experience. Your comments have been passed to the relevant Department; however they will be unable to contact you directly. If you would like to discuss the issues in person, and confidentially, you can contact the Patient Advice and Liaison Service on 0113 2067168 or email patient.relations@leedsth.nhs.uk

Thank you once again for contacting us - your comments are very helpful and will be used as part of our drive to improve services.

With regards

Response from Leeds Teaching Hospitals NHS Trust

Dear Buck

Following your feedback we passed your comments to the department concerned. They have given the following response - if you would like to discuss this in more detail and in confidence then please contact our PALS service - you can talk to them or they can direct you to the correct person to talk to in the department.

We hope the following response from the department helps,

'The eye clinic is incredibly busy we see approx 90.000 patients per year, we have multiple clinics supported by consultants, their teams, casualty doctors and optometry staff.

The admin and nursing staff have implemented systems to ensure patients are seen in booked appointment time order, if you arrive early for an appointment you may feel people arriving after you are being seen before you,this should not be the case.

When the patient has booked in at reception the nurse will retrieve the notes and these will be assessed prior to the patient being seen.

Notes are placed in consultant order which would account for the multiple piles commented by the patient.This process supports the staff identifying the individual needs of the patients and target the flow of the clinic.

During peak times eg mid morning,mid afternoon it can appear very busy.

Members of both the admin and nursing teams would be happy to explain the processes in place to patients and or carers if asked.

We have established community clinics on 4 sites to ease the pressure at St.James's and to improve the patient experience. '

Please contact contact the Patient Advice and Liaison Service on 0113 2067168 or email patient.relations@leedsth.nhs.uk if you wish to discuss this any further.

Thank you once again for contacting us.

With regards