"Eye Unit Appointment"

I was met by a security guard who politely directed me to the correct side of the building to go to.  I then stood at the queue for reception and was asked appropriate COVID based questions about my health.  I was directed to the waiting room and only had to sit there before a Nurse called me through to a long narrow room.  

A practitioner asked me to hold a device up to my right eye - this device had a window to look through as well as a blanked off window.  It was not clear to me whether they wanted me to look through the device or blank the right eye.  This practitioner then proceeded to berate my inability to understand what they perceived to be a clearly understood instruction which frankly, was ambiguous and unclear.  How about saying, "hold this up to your face and look through it with your right eye please".  The subsequent discussion wasted time, made me feel patronised and I very nearly walked out.  I even had to control the conversation and state, "do you want me to look through this with my right eye or not?"  I found their tone to be condescending and facetious. 

The attending Nurse even commented to which, again to control the situation, I replied, "don't be impertinent".  Ridiculous waste of time. This was probably one of only 2 really poor attitudes I have seen in my 54 years on the planet during my extensive medical history.  

After this rather strained session I was ushered around to a waiting area to see the consultant.  After a short wait I was politely met by the consultant who welcomed me into their office and I had a very pleasant examination, thorough diagnosis and explanation of the intended procedure.  This made me wonder why on earth the person who conducted the eye test was so markedly different to the excellent attitude I was now experiencing.  

The procedure was carried out, comfortably, efficiently and with the aforementioned nurse in attendance who, I noted, was quieter and more compliant than before.  It maybe that the eye tester with the attitude brings out the worse in people or that this nurse finds themselves under pressure in their company to behave in a certain way.

I was very grateful for being seen yesterday and the overall excellent service I received but wish to make the following observations:

1.  Confirm the wellbeing of the person who conducted the eye-test.  Offer appropriate support if there is an issue or offer counselling over their own conduct towards patients.  It really was not a good performance, wasted time and did not represent RCHT very well at all.

2.  Make the directions surrounding any device - simpler and easier to understand particularly if that device has more than one function - in this case to either look through or blank the eye.

3.  Keep up the positives.