"Anxiety provoking care"

Today, I went to the midlands eye centre on the opinion of my optician. He said to tell them I had been referred there by him for my poorly eye. It’s worth mentioning that I am shielding from Covid since March - now (June). This is the first time I’ve left the house. 

I arrived and there was a queue outside - that’s fine most people are social distancing. Before I got inside I was told that by no means would my partner be allowed inside with me. My anxiety went from about a 5 to a 9. I got inside and I had to wait in the boxes on the box, completely sensible and made me feel safe. They had red tape on the floor asking you not to get close to the counter For the safety of the staff. Except, we both had masks on and I absolutely could not hear the receptionist at all so I have to go to the counter. It was virtually impossible to hear them but we managed it.

I sat down and waited to be triaged by the nurse. I was called over to the counter. Now this was even more tricky than the reception desk because I can’t hear the triage nurse at all and they are asking me much more complex questions. The nurse asked if I had been referred to the centre I said yes by the optician. The nurse replied in a what I felt was a rude manner and asked where my letter was then.

I explained I didn’t have one I just spoke to my optician on the phone. The nurse informed me if I didn't have a referral letter I could not be referred!

Self referral it is then. I was a bit upset like I might be wasting people time but I had been told to come by the optician. I was then asked why I was here today. I said “well I spoke to the optician and he said....” the same nurse replied that they didn't CARE what the optician had said, they want to know why I was here today. I got quite upset at this point so I started to tell my story to this member of staff and again I felt they got cross and told me to just get to the point as why I am here now. At the end of the conversation they told me to go sit on the chairs. I had to ask for this to be repeated 3 times because I couldn’t hear. I was then shouted at at by this staff member. 

I was ready to walk out and leave at this point. 

Thankfully. The next nurse for my vision today was WONDERFUL. They were so kind and listened to me and made me feel important. After I saw them they took me round to see the doctor. 

I was in the waiting area to see the doctor and honestly I saw some questionable things... masks because worn not covering the nose by staff. Groups of staff in offices not social distancing. Cardigans being worn by nurses. Doctors walking around with gloves on touching doors and not changing their gloves. I clearly senior nurse belittled a health care assistant at once point, in a corridor, because they needed to use the bathroom. It was a bit of a sorry sight. 

I eventually got in to see the doctor and as I suspected I needed to have surgery. The then consultant came into the room to tell the doctor that they was not working quick enough and had a backlog of patients. Honestly I was really upset by this, the consultant did apologise for coming in but we were in the middle of the consultation and they interrupted us planning my care.

By this point I burst into tears in the office. They haven’t performed the surgery I need in 4 months and they have no plans to reopen it. I am in so much pain and discomfort in my eye I said I can’t keep going on like this. The doctor was really kind, & I wasn't rushed out of the office despite the telling off they had just received from the boss. This doctor has given me some medicine to try and make my eye bearable for the time being.