"Eye casualty"

About: Queen's Medical Centre

I have had to visit eye casualty on two occasions - the first time I was referred by my optician, and the second due to a scratch on my eye. I was disappointed and frustrated on both occasions. On the first visit, the consultant did not explain anything they were doing, they left me sat with ulrasound gel on my eyes until I asked for a tissue, and then read out a prognosis from wikipedia. I left the room not knowing if my eyesight was going to be ok! I asked to be seen by another consultant when I was reviewed in the eye clinic, who was excellent and very thorough, although some of the tests had to be repeated as the initial consultant had not documented them anywhere.

On the second visit, I sat in the waiting room whilst two members of staff discussed a safeguarding concern at the desk in relation to the patient who had just left. I was seen by a nurse specialist, who wanted to administer some anaesthetic to numb my eye before he examined it. They did not explain this is what they were about to do, and when I asked they repeatedly said, in a patronising voice, that it was something I had had before. It was not, and even so I felt it should have been explained to me.

I am a medical professional, and felt that there was a real lack of communication and a real lack of care. I really hope this is addressed, or already has been.

Story from NHS Choices

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Response from Queen's Medical Centre

Thank you for getting in touch. I am sorry to hear of your experience of our eye casualty service. I am concerned to read that on two consecutive occasions, the staff behaviours you observed were below the required standard . I would welcome the opportunity to speak to you directly so that I can speak to those colleagues involved in your care (where necessary) and ask that they reflect on your experience as part of their learning.

If you wish to get in touch, you can contact me by email at keith.girling@nuh.nhs.uk or by calling through the hospital switchboard (0115 9249924).

Kind regards,

Dr Keith Girling Divisional Director for Surgery

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