"Clinic B and eye ward 55"

About: Manchester Royal Eye Hospital

My Husband has been coming to clinic B since the 11th April 2014.Last Thursday he had a cataract removed from his right eye, but still can not see as well as he wanted. Staff have made blunders around 4 times between June and to date. The eye op he had in June has never run ok ,he could see before it was done but one is struggling to see. The nursing staff on ward 55 do not look after patients at all, my husbabands dr has told them twice that they have to give him drops every two hours, to make sure his eye pressure stays the same. And he hardly ever gets what he asks for a meal. He should have had an op on his eye today (this morn) when I phoned at 11.30 he had not gone to have it done. I think at 12.00 his dr decided to cancell it. Yesterday it was very urgent. WHAT IS Going oOn, We have had enough of coming back and forth and nothing happening. I think something has to be sorted out one way or another. We are both fed up . And need to know what is going to happen with someone sorting out my husbands eyes once and for all. We are waiting to book a Holiday but can't as we are tied to keep coming to clinic B. Regards M&K H.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Ms Amanda Pagett, Lead Nurse and Janneke Dillon, Ward Manager would like to express our sincere apologies to Mr and Mrs H for their inconvenience and frustration caused during Mr Hs admission to Ward 55. Nurses endeavour to ensure all medication (including eye drops) is administered in a timely fashion; however, in some instances due to urgent or emergency situations, this may be difficult to achieve and must prioritise their care accordingly. Nursing staff have access to a ‘drop chart’ to help record when drops are due and administered and Sister Dillon is currently looking at ways to make it easy to alert nursing staff to when eye drops are next due.

In relation to meal service on Ward 55, an electronic ordering system is used that supports the provision of information of available meals for patients. Where there are ongoing issues with availability or provision, this is discussed with the catering department. Sister Dillon is currently undertaking a piece of work examining the whole ‘meal process’ so that identified issues can be rectified.

The Trust takes very seriously the cancellation of any operation and our performance in this regard is continuously monitored. In cases where operations are cancelled, a review is undertaken and, where necessary, actions put into place to prevent recurrence. However, sometimes due to more urgent cases or operations not being required any longer some are cancelled and this cannot be prevented. We are very sorry that Mr H’s operation was cancelled at short notice, and to understand the reasons for this we have requested his medical records so that we can investigate further.

We acknowledge the distress that inadequate communication to patients and their relatives can cause and have fed this back to the team on Ward 55. If you still feel that you would like to discuss the course of events that occurred we would be happy to speak to you. Please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk if you would like this to be arranged.

Once again, myself and Sister Dillon would like to apologies to Mr and Mrs H for their unsatisfactory experience and will ensure the feedback provided will be utilised to improve our service.

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust