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Lovely staff, bit more info would be useful

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"Lovely staff, bit more info would be useful"

About: Doncaster Royal Infirmary

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I took my mum to the eye clinic today. The staff from receptionist to the consultant were friendly, kind and efficient and we couldn't have asked for more from them. The clinic though was incredibly busy and although it was clear appointments were running late there was no indication how long the delay would be. When I enquired, 40 minutes after the appointmant time I was told we would be seen soon but they didn't know how far behnind they were. It would be so much better if there was an early indication how late clinics were running and would help staff manage expectations better.

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Responses

Response from Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust 10 years ago
Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust

Submitted on 16/07/2013 at 12:48
Published on Care Opinion at 14:26

Thank you so much for the lovely comments about the staff who cared for your mum in the eye clinic (ophthalmology). We have passed them on to the team involved and they really do appreciate this kind of feedback.

You also made a very good point about keeping people informed about waiting times or any delays. The Ophthalmology team are very conscious of the need to let people know and they do so and apologise wherever possible, but they know this system isn’t perfect – especially where patients are waiting in the main outpatients department – and are looking at how they can improve it.

If your mum and you are regular visitors to the eye clinic at DRI, you might also be interested to know that we are looking at how to improve the waiting facilities. It can be very busy in there and we hope to expand it so that patients waiting for eye appointments can sit comfortably in a dedicated area, which will also make it easier for us to keep them informed if there are any delays.

Once again, thank you for your comments and we have taken your suggestion on board.

Response from Doncaster Royal Infirmary 10 years ago
Doncaster Royal Infirmary

Submitted on 16/07/2013 at 13:52
Published on nhs.uk on 17/07/2013 at 04:00

Thank you so much for the lovely comments about the staff who cared for your mum in the eye clinic (ophthalmology). We have passed them on to the team involved and they really do appreciate this kind of feedback. You also made a very good point about keeping people informed about waiting times or any delays. The Ophthalmology team are very conscious of the need to let people know and they do so and apologise wherever possible, but they know this system isn’t perfect – especially where patients are waiting in the main outpatients department – and are looking at how they can improve it. If your mum and you are regular visitors to the eye clinic at DRI, you might also be interested to know that we are looking at how to improve the waiting facilities. It can be very busy in there and we hope to expand it so that patients waiting for eye appointments can sit comfortably in a dedicated area, which will also make it easier for us to keep them informed if there are any delays. Once again, thank you for your comments and we have taken your suggestion on board.

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