"Nurse trying to rush the appointment"

About: The Royal London Hospital

I took my grandmother to her appointment at the Royal London Hospital, Opthalmology Outpatients Clinic 2 and was frankly shocked at the nurse.

Before we even sat down to test her eyes, the nurse stated "I don't know why you're here since you're not diabetic." She kept asking why we were here why we weren't seeing the consultant, although it stated on the letter that we were here for further tests.

Following the faffing around of finding out why we were here, she said something along the lines of "We need to be quick this is a clinic." She passed my grandmother the plastic object that covers one eye and told her to cover her left/right eye. When my grandmother moved it slightly out of place (she doesn't have the steadiest of hands) the lady said "How are we supposed to check your eye if you keep covering it?"

I've never seen my grandmother so frustrated before. She was feeling very frustrated when she couldn't read the letters and the nurse trying to rush through everything wasn't being very helpful.

I understand that hospitals can be very stressful but there is absolutely no reason to rush the appointment and be rude.

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Response from The Royal London Hospital

Dear Lai

Thank you for raising your concerns. We are sorry to hear of your grandmother’s experience with the nurse during her appointment.

We have shared your feedback with the manager of ophthalmology. It would be great to know more detail about your grandmothers appointment so that we are able to address the concerns you have raised and also to identify any possible training needs that our staff may have. To do this please contact the Patient, Advice and Liaison Service on Tel: 020 3594 2040 or by email: pals@bartshealth.nhs.uk

Kind regards

Barts Health NHS Trust

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