"Attending eye casualty at the treatment centre,..."

About: Lister Hospital

I attended the eye casualty recently, having been sent by my optician as they were concerned about one of my eyes. The receptionist was absolutely excellent, explaining to me that there would be a long wait. I watched them deal with a number of other patients, they were smiling, helpful and empathetic, regularly updating patients if required. The same can not be said of the nursing staff, I had to wait over 2 hours (not a problem) so had plenty of opportunity to watch their interactions with patients, many of whom were elderly. Without exception, they did not smile when they greated patients and there was very limited interaction as they guided them to the clinic rooms. I found this very disappointing, patients should feel welcomed and reassured, this was not what I saw. The doctor I saw was helpful and explained well the diagnosis. So, in summary, I have no concerns about my treatment, it was good, but thought you should be aware of my perceptions of how the nursing staff greet patients in the eye clinic - not good at all. I note that the eye service/opthalmology is not on the list of departments to pick, so I have chosed "don't know".

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Response from Lister Hospital

Thanks for the feedback, especially about the nursing staff - good care is alright, but great care is when patients feel valued and supported. We'll make sure that your comments get fed back - and not to just the nurses as perhaps they have a lesson to learn from their receptionist colleagues! Thanks again for your feedback.

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