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Eye Centre

Posted By Chesters55

"Eye Centre"

About: The Royal Victoria Infirmary / Ophthalmology

(as a service user),

Why send texts with instructions to report to Opthalmology then have no signage whatsoever in the hospital that refers to the department as that?  Rather, all signage is for Newcastle Eye Centre. 

I'm fortunate enough to have been able to figure that out. Not everyone will.

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Responses

Response from The Royal Victoria Infirmary 4 years ago
The Royal Victoria Infirmary

Submitted on 06/09/2019 at 16:05
Published on nhs.uk at 17:06

Thank you for taking the time to leave your feedback regarding your recent visit to the Ophthalmology department at the Newcastle Eye Centre, RVI. We have forwarded to the directorate concerned, who will share with the staff involved and discuss as a team.

We are sorry for your recent experience with the information and communication provided by the department and should you wish to discuss this please contact our Patient Relations Department on 0191 2231382 or e-mail patient.relations@nuth.nhs.uk.

If you wish to raise your concerns with someone who is not involved in your care, the Patient Advice and Liaison Service (PALS) can listen to your issues and aim to help sort out problems quickly and can be contacted on Freephone 0800 032 02 02 or by email on northoftynepals@nhct.nhs.uk.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Chesters55 (a service user)

I appreciate the response but it feels somewhat generic.

I feel I'm raising a serious issue around accessibility, especially for what you might term vulnerable customers, or, in this case patients.

I'd have thought those with vision issues would be likely to fall into that category.

Generally speaking the signage within the hospital is excellent, and uses high contrast yellow and black.

My point was a simple one about terminology used in the pre appointment comms, specifically by text, which instructs attendance to a department that is not referred to anywhere (that I could see) within the hospital.

Response from The Newcastle upon Tyne Hospitals NHS Foundation Trust 4 years ago
The Newcastle upon Tyne Hospitals NHS Foundation Trust

Submitted on 17/09/2019 at 14:17
Published on Care Opinion at 14:17

Thank you for your further response. The directorate had been forwarded your feedback and are now considering how the appointment letters and other correspondence to patients needs to be updated.

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