"A very good experience at the Saturday clinic"

About: Queen Elizabeth Hospital Birmingham

The clinic seemed to be well staffed and run very efficiently. I arrived ten minutes early and, after checking in and going to the area indicated, I was called almost immediately for the routine sight and field tests. After this there was only a short wait before the next series of more specialised tests with another member of the team. I was very impressed by the manner of the ophthalmologist who was kind and considerate (I'd had a bad reaction to drops used at the optician's before an eye pressure test, and was rather concerned this might happen again). I was asked frequently if I was experiencing any pain and discomfort. However, I had no problems from the drops he used. The results and conclusion were presented clearly to me at the end of the appointment and I was asked if I had any questions. I left feeling very reassured, and very pleased that the experience had been so positive. Incidentally, the time spent in the department was exactly what the appointment letter had said it would be. (Please note: I emailed the hospital about my experience immediately after my appointment and my comments have already been passed on to the department. )

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Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback on your experience of care under the Ophthalmology team at the Queen Elizabeth Hospital Birmingham. We are delighted that you had such a positive experience and left feeling reassured. Your comments have been passed onto the senior staff responsible for this area; they will ensure your feedback is shared with their team members. It is a real morale boost for staff to receive feedback like this from patients. It means such a lot to know that the hard work, dedication and commitment of our staff is recognised and valued in this way. It is also very satisfying for staff to hear they have made such a difference to patients and made sure your experience under our care has been positive. At University Hospitals Birmingham we are always keen to receive feedback from our patients and visitors as it helps us to ensure we are delivering the best in care. Please continue to tell us if things went well so that we can share this with the teams who cared for you. If we don’t get it right please let us know so that we can take action to make sure we get it right in the future. There are a number of ways you can do this, some of which are listed below; - Fill out our patient experience surveys; we have them for day case or short stay patients, inpatients, and those who attend the Emergency Department. There are general surveys asking about all aspects of your experience as well as others relating to specific aspects of your stay e.g. the operating theatre and food. You may also be contacted by post and given the opportunity to complete a survey relating to your discharge from hospital or your outpatient attendance. - Answer the Friends and Family Test question; you can do this as part of one of the larger surveys, alternatively you can answer it whilst in the Outpatient Department – there are posters explaining the different ways that you can do this. - Fill in a Trust feedback leaflet, displayed in all patient and public areas – please ask staff if they are not easily visible. - Become a ‘mystery patient’ and tell us about your experience, you can do this just once or each time you attend the hospital. For further information on these and other ways you can give us your feedback please contact patientexperience@uhb.nhs.uk or telephone us on 0121 371 4491/2

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