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Organisation, keeping patients informed.

Posted By MMM67

"Organisation, keeping patients informed."

About: Glasgow Royal Infirmary / Ophthalmology

(as a relative),

On attending the eye clinic with my mum there was no indication of timings between each section of treatment. Apart from the “may be 3 hour wait” in every waiting area. This is frustrating for people to have no indication of time apart from a broad time frame. There seemed to be no order as everyone who arrived after us was seen for the vision test before us we waited (45 mins for this alone).   Staff are friendly but keeping people posted with waiting times would be far better than having a blanket 3 hour wait written in the wall. Waiting on a clinical photography for 40 mins after you’ve seen the doctor isn’t a very good service. Frequently attending other eye clinics and the patient involvement in the journey could be better here. (3hour 30 mins for appointment and maximum 25 mins total spend with staff).

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Responses

Response from Sheila Dickson RGN BSc, Patient Experience & Public Involvement Project Manager, Patient Experience & Public Involvement, NHSGGC 4 years ago
Sheila Dickson RGN BSc
Patient Experience & Public Involvement Project Manager, Patient Experience & Public Involvement,
NHSGGC

Submitted on 08/11/2019 at 11:11
Published on Care Opinion at 13:16

picture of Sheila Dickson RGN BSc

Dear MMM67


Thank you so much for taking the time to post your recent experience whilst attending the eye clinic at Gartnavel with your mum. I fully understand your frustrations at the lack of communication regarding wait times during this visit. I am aware that when a patient receives an appointment letter it informs them that the visit may take up to three hours. I would agree however that it would be better if patients could be informed of a wait time between tests. I am unsure as to why you had to wait 40 minutes for clinical photography and apologise for this.

I shall speak to my colleagues in the eye department and pass on all your comments. It is your comments that allows for us to review services and make improvements, so I am very grateful. I hope that your mum is well and that all is well following her recent appointment.

Very best wishes

Sheila

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