"Eternally grateful for the care which saved my..."

About: Manchester Royal Eye Hospital

Anything else?

I have nothing but praise for the staff and facilities of the Eye Hospital, which I attended as an emergency patient after developing a serious infection in my left eye. They were efficient, friendly and sympathetic and I have no doubt that they saved the sight in my eye which is now almost fully recovered. All appropriate background health checks (such as blood tests) were carried out and all the medical and non-medical staff were concerned about how I was coping and how I was getting on over a two-month period. I should especially thank the doctor who came to look for me while I was waiting at the pharmacy to give me the results of some tests about which I was especially worried. He could have chosen to write to me but was sensitive and professional enough to realise that I needed to know as soon as possible. The only thing I think they need to look at is pharmacy waiting times. But thankyou all.

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your comments posted on the NHS Choices / Patient Opinion website regarding your care in March 2013 in the acute ophthalmic services.. It was very kind of you to take the time to write and compliment the staff as it is good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to hear that you thought that all the staff were efficient and friendly. I can assure you that we have passed on your thoughts to the medical and non – medical staff working in this area.

The Pharmacy Department was sorry to learn that your experience at our out-patient pharmacy, which is run on our behalf by Lloydspharmacy, was not as positive as we would hope. It is important to us to hear your comments in order for us to make changes and improvements to the Pharmacy service.

In response to your comment, the waiting times in Pharmacy can vary depending on the Outpatient Clinics’ workload. However, we do understand that the waiting times at Lloydspharmacy need to be shortened. They are looking at ways to minimise this variation by altering staffing levels and improving workflow so that the service is provided effectively and efficiently, minimising any delay to our patients. Your concerns have been raised directly with the staff in Lloydspharmacy so that they can look into them and so that you and others don’t experience the same issues again.

On behalf of the Pharmacy Services, may we offer our sincere apologies for your unsatisfactory experience of our services and the inconvenience this has caused you. We hope you will accept our assurances that the issues you raised have been taken very seriously and will be thoroughly investigated.

It is difficult to respond to all of your comments in a full way because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust

Response from Manchester Royal Eye Hospital

Thank you for your comments posted on the NHS Choices / Patient Opinion website regarding your care in March 2013 in the acute ophthalmic services.. It was very kind of you to take the time to write and compliment the staff as it is good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to hear that you thought that all the staff were efficient and friendly. I can assure you that we have passed on your thoughts to the medical and non – medical staff working in this area. The Pharmacy Department was sorry to learn that your experience at our out-patient pharmacy, which is run on our behalf by Lloydspharmacy, was not as positive as we would hope. It is important to us to hear your comments in order for us to make changes and improvements to the Pharmacy service. In response to your comment, the waiting times in Pharmacy can vary depending on the Outpatient Clinics’ workload. However, we do understand that the waiting times at Lloydspharmacy need to be shortened. They are looking at ways to minimise this variation by altering staffing levels and improving workflow so that the service is provided effectively and efficiently, minimising any delay to our patients. Your concerns have been raised directly with the staff in Lloydspharmacy so that they can look into them and so that you and others don’t experience the same issues again. On behalf of the Pharmacy Services, may we offer our sincere apologies for your unsatisfactory experience of our services and the inconvenience this has caused you. We hope you will accept our assurances that the issues you raised have been taken very seriously and will be thoroughly investigated. It is difficult to respond to all of your comments in a full way because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk The Patient Experience Team Central Manchester University Hospitals NHS Foundation Trust

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