"Eye Unit - Casualty, Inpatient and Outpatient..."

About: City Hospital (Birmingham)

Sadly I have had to have emergency surgery within the Eye Unit 3 times in recent months for a Detached Retina and Retinal Tears in both eyes. However, I cannot fault the treatment I have received both as an inpatient and as an out patient. May 22nd/23rd 2015 has been my most recent experience. Every staff member without fail was professional but personal. The consultant who I saw in Eye A&E was excellent - they had to give me bad news but they did so in such a way that it was easier to receive. Tears in my retina - but they did say they were "Impressive tears" - made me smile in a tense situation. another consultant who I then saw and who carried out my operation was superb!! To say that the way I was treated made a horrible situation much more bearable would be an accurate description. The second consultant was very professional, exceptionally clear with the details of the situation, what was going to happen and when. Their approach and personal skills made me at ease and they related to our difficulty of family problems, logistics and childcare etc which showed that they were a professional but with excellent "people skills" too. My operation on Saturday meant that I had to go the Eye Ward and "BiBi" the nurse that looked after me was fantastic. Their first concern was to ensure that as I was on my own that I would be collected after surgery. The nurse's approach was to "look after me" but to ensure I knew exactly what was going to take place. They were very thorough and direct to ensure I understood everything. On Sunday when I returned for my check up they were there - their detailed explanation of the eye drops and what I needed to do was exceptionally clear. A nurse made my stay so much more bearable and both them and the consultant were so exceptionally kind to me and my family. Please can I ask that my comments are fed back to the members of the team directly. People are so quick to complain and not praise when something goes right! The Eye Unit is a fabulous service with one of the busiest Clinics I think I have ever been in and I am aware that waiting times can be long and that there are examples of negative feedback but when I needed to be seen in an Emergency - I was and appropriate / necessary surgery took place and quickly. Thank you to the team and as things are still in the early days for me since my operation last weekend I hope that everything continues to go as smoothly. Kindest Regards Becky Lewis

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Response from City Hospital

Thank you for taking the time to leave such positive feedback. I am sorry to hear that you have had to have emergency surgery, but, I am pleased that you were made to feel at ease at such a difficult time. We pride ourselves on providing safe and caring services and are always glad to hear of out patients' experiences. Thank you and I wish you well. Toby Lewis, Chief Executive.

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