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Care Opinion

Unorganised departments & cant get through on phones easily

Posted By Jaygee

"Unorganised departments & cant get through on phones easily"

About: North Devon District Hospital / Ear, Nose and Throat North Devon District Hospital / Ophthalmology Royal Devon & Exeter Hospital (Wonford) / Ear, Nose and Throat

(as the patient),

Poor telephone service to start off with, I can never get straight through to Department. Then when connected by their operator, left hanging on for a long time.

I feel like the eye clinic and the E.N.&T departments are unorganised, always promise appointments that are never kept (a bit better this week) I have been taken off treatment by mistake, and in the Eye Department I have seen 10 different doctors, for a weeks treatment I am given 1 months worth of tablets, Very disappointed with North Devon District Trust

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Responses

Response from Claire Banks, Head of Audiology (Northern Services), Audiology (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 2 years ago
We are preparing to make a change
Claire Banks
Head of Audiology (Northern Services), Audiology (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 08/11/2021 at 12:16
Published on Care Opinion at 13:26

Dear Jaygee

I am very sorry that you have had a poor experience with not being able to get through to the ENT department and problems with arranging your appointments. Your feedback is really valuable to help us make improvements and we will endeavour to resolve this.

Whilst ENT bookings are made by the Royal Devon and Exeter Hospital, I would gladly discuss your concerns with you, particularly as it could be something that I can feedback to my colleagues in Exeter.

My contact details are clairebanks1@nhs.net or 01271 311829

Best wishes

Claire Banks

Head of Audiology

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Response from Lisa Baxter, Ophthalmology secretary (Northern Services), Ophthalmology Department (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 2 years ago
Lisa Baxter
Ophthalmology secretary (Northern Services), Ophthalmology Department (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 08/11/2021 at 13:08
Published on Care Opinion at 13:27

Dear Jaygee,

Thank you for sending in your feedback. I am sorry to hear that you feel you have not had a good experience in the Eye Department and have had difficulty in getting through on the telephone. I can confirm the number to contact with regards to follow up appointments is 01271 322466. This is the number that the hospital switchboard would also put you through on. Alternatively the hospital switchboard can direct your call to one of the ophthalmology secretaries, who will endeavour to help you with your enquiry.

As feedback is anonymous I am not able to specifically address your concern about promised appointments that have not been kept. It may be the case that, due to the pandemic, clinics have had to be cancelled or dates changed and I am sorry if this has been the case for you.

I understand that it is frustrating to be seen by several different doctors. The reason for this is usually that, depending on when you need to be followed up, that particular doctor has an available slot and you are booked in to see him/her. We want to get you in as close to your follow up time frame as we can, but this may mean seeing different clinicians.

I will speak to some of our clinical staff in respect of being given a month's treatment for one week, as being on the admin side of things, I am not familiar with the process of dispensing medication. I will update you once I have a response.

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Response from Sarah O'Connor Balsillie, Lead Nurse Ophthalmology Outpatients, Eye Clinic, Royal Devon University Healthcare NHS Foundation Trust 2 years ago
Sarah O'Connor Balsillie
Lead Nurse Ophthalmology Outpatients, Eye Clinic,
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 08/11/2021 at 14:04
Published on Care Opinion at 14:31

Hi Jaygee

I would like to thank you for taking the time to leave feedback on Care Opinion.

The eye clinic team are keen to listen to your experience and I would welcome the opportunity to discuss with you the points you have mentioned and learn more.

Please could you contact me via email sarah.oconnorbalsillie@nhs.net or by my direct dial 01271 322494

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Response from Sarah O'Connor Balsillie, Lead Nurse Ophthalmology Outpatients, Eye Clinic, Royal Devon University Healthcare NHS Foundation Trust 2 years ago
We have made a change
Sarah O'Connor Balsillie
Lead Nurse Ophthalmology Outpatients, Eye Clinic,
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 08/12/2021 at 12:43
Published on Care Opinion at 15:58

Hi Jaygee

Thank you for taking the time to get in touch by phone, we really appreciate your feedback.

We have listened to your concerns

1. There is now an answering service in place that will allow you to leave a message if the phone is not answered, we can then call you back.

2. I agree that seeing 10 different Doctors is not ideal and I will be taking this and your other concerns to our next clinical governance meeting to look at ways of making improvements within the Ophthalmic department..

Best Wishes Sarah O'Connor Balsillie

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