"Great service and experience at Eye Casualty"

About: University Hospital (Coventry)

Attended eye casualty first thing on a Monday morning not knowing what to expect. Had been referred by my opticians. Efficient reception staff booked me in very quickly and was seen by triage nurse within 15 mins of waiting. Was then booked an appointment to be seen by the Ophthalmologist within the next 30 mins and told to wait, but was called in only 10mins. Care completed within 1 hour, all very efficient and all in all a very good patient experience. I would highly recommend this service. Only small point was the Ophthalmologist didn't explain the treatment they were going to use that well to me before completing, and as i was a little nervous it would have been nice to have it explained before hand. However the Ophthalmologist was very pleasant and professional. Would suggest a way of patients being able to give feedback on their experience on site in the clinic or waiting room area.

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your experience of the eye casualty service at University Hospital, Coventry in June 2014. It is great to hear you describe the efficient service you received in the department and the short waiting times you had before you were seen. I have shared your comments with the general manager regarding the explanation of treatment to patient and see if it can be highlighted to staff in the future. I have also raised your issue of leaving feedback with our Patient Experience Manager. As a patient who has attended eye casualty, within 48 hours of being discharged you should receive a text message asking whether or not you would recommend the service to friends and family. However, this would depend on the Trust having your mobile phone number details. Staff are also instructed to hand out postcards again asking whether you would recommend the service to friends and family. Sometimes, depending on the demands in the department, this can be overlooked. We also provide a QR (Quick Response) code on a large poster in reception for those patients with smartphones to scan and feedback on their experience online. The Patient Experience Manager will ensure that paper questionnaires are replenished in the department, as upon checking today these had run out. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients, and your kind comments will be shared with the relevant staff. Thank you for leaving your comments on NHS Choices. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone: 0800 028 4203

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