"Rude consultant at eye clinic"

About: Burnley General Hospital / Ophthalmology

(as the patient),

Maybe they were having an off day. But from the moment I was led to the office / surgery they just seemed annoyed. I was perfectly pleasant to them & happy to be seen by this consultant. But it was like they didn't want to be there & seemed irritated by the fact I was there with a problem.

Amongst other comments, the consultant  said things like 'so why are you here' & 'so what's your problem' but in what I felt was a rude demeaning way even though they had all my notes in front of them.

Maybe they were having a bad day. But I didn't feel comfortable, & I will peruse a different route to treatment.

However I would like to give great praise to the NHS on the whole. This is I think the only negative experience I have had.

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Response from Melissa Almond, Senior Patient Experience Facilitator, East Lancashire Hospitals NHS Trust

Thank you for your comments regarding your appointment in the Eye Clinic at Burnley General Hospital and thank you for taking the time to do so.

I am very sorry to hear of your experience when you attended clinic, particularly in view of your previous positive experiences of using the NHS. We always strive to deliver safe, personal and effective care and I will make sure that your comments are passed on to the team.

If you would like us to look into the matter further, please could you contact me to provide more details. You can contact me (Melissa Almond) on 01254 734087 or alternatively you can email me at melissa.almond@elht.nhs.uk or at patientexperience@elht.nhs.uk

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

Kind regards

Melissa Almond

Senior Patient Experience Facilitator

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