"Visit to glaucoma sister"

About: Burnley General Hospital

I attended to assist my wife on our third visit during the last 12 months. For the third time she was given an eye test very promptly. For the third time we then sat waiting whilst all those around us came and went. When she asked a nurse she was told that she was next on. No reason or apology was offered. After a further 30 minutes I spoke to the supervising sister who said that she would look into it. She returned very quickly to say that there had been an emergency but also, after the initial test, my wife's notes had gone astray. I explained that this was our third visit and the third time that these notes had "gone astray". My wife then went in to see the glaucoma sister who said that she should have had a field test first but the operator had now gone home. This was however not the case and a very swift test was done and since the place was now empty my wife had her 5 minute consultation. This is a complete repeat of all three visits. The unit is completely disorganised.

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Response from Burnley General Hospital

Thank you for your feedback regarding your wife’s visits to the Ophthalmology Department at Burnley General Hospital and thank you for taking the time to do so.

I am very sorry to hear of the issues your wife has experienced when attending this department.

We take all comments seriously and I have forwarded them to the department to be brought to the attention of the staff.

If you would like us to investigate the matter further, please could you contact me (Melissa Almond) on 01254 734087 or email me on Melissa.almond@elht.nhs.uk to provide some further information.

Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk

Many thanks again for commenting

Melissa Almond

Patient Experience Facilitator

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