"not brilliant"

About: Queen's Hospital (Romford)

I felt that the staff are not really experienced or trained in dealing with traumatised patients. The nurse who did the initial eye assessment was lovely and helpful. But the consultation was itself an ordeal. I found the optometrist patting me on the shoulder in a patronising way very off putting, and unprofessional. A female doctor was asked to examine my corneal scar, as the optometrist said it did not look like a herpes scar which I had suspected all along that it was. The doctor was abrupt but did diagnose a herpes scar, but then proceeded to speak behind my back, assuming I had not heard. I apologised for being so nervous but was made aware that I was unusual and taking up a lot of time. The optometrist had left us in the room for a good ten minutes while she went looking for some eye drops so a lot of time was spent waiting. A pity the doctor could not have had more empathy as I had to take my disabled husband, in a wheel chair to the appointment, and he had to sit in with me.

Story from nhs.uk

Responses

Response from Queen's Hospital

Thank you for taking the time to make us aware of your experience. I am so sorry to hear the concerns that you have raised regarding your ophthalmology appointment. If you would like to discuss this further then please contact our Patient Advice and Liaison Service on 01708 435 454 or by email bhrut.pals@nhs.net and they will do all they can to help you. I will however, discuss your feedback with the team. Once again, thank you for taking the time to provide us with your feedback.

Kind Regards

Michele Elliott

Divisional Director of Nursing

Anaesthetic and Surgery Division

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