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Opthamology clinc at St Lukes, Market Harborough

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"Opthamology clinc at St Lukes, Market Harborough"

About: Leicester Royal Infirmary / Ophthalmology

Firstly, my appointment ran over half an hour late having been booked for 1pm. Turns out staff knew there was going to be a fire practice which happened at 1.07pm. However, patients in the waiting area didn't know what was happening as staff just walked out and didn't tell us to leave (we thought it may be a test as there was no rush etc). So, having hung around outside for 12 minutes we then with no instructions, we all just wandered back in. I waited another 10 minutes and then enquired as to how late my appointment was going to be. The staff looked surprised. Why did I need to know? Well, because my time is precious too and if an appointment is booked for 1pm why should I be kept waiting with no information for 35-40 minutes. I was then moved to a room to have my eyesight tested. But it was a bit "heathrobbinson" as the machine had not been set up.The deputy sister told me it was due to be set up but the test was poor as the mirror and chair were not at the right angle and could not be adjusted to my height etc. I then went through to see the consultant who ordered a coffee from the two interrupting nurse visits during the first 5 minutes. The consultant was not particularly receptive to my feedback that my eye drops were giving me daily nose bleeds and my nose lining was eroding. "Really?" they questioned. Yes, I said, not an uncommon side effect is it?. I asked if I could be referred for laser treatment and the consultant informed me it only had effect fro 2 years. That would be great, two years without daily discomfort from drops. But, I haven't been referred. No one has written to me or my G. I think it is a shabby uncaring attitude and episode of care. Patients are people who require information not objects to be kept in ignorance and shovelled between systems and processes.

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Responses

Response from Leicester Royal Infirmary 6 years ago
Leicester Royal Infirmary

Submitted on 14/07/2017 at 10:39
Published on nhs.uk at 14:33

Dear reviewer,

On behalf of LLR Alliance I would like to apologise that you felt the service you received on your appointment date was unsatisfactory. I have received feedback from the admin, nursing and consultant teams who were in attendance on the day and have managed to investigate what happened.

The department did have an idea that a fire drill was going to happen, but to make sure the drill was successful, the team did not know the exact time that it would happen.

The drill happened during an all day clinic and the clinic staff were very keen to get it right, and did their best to ensure that all our patients were evacuated safely and effectively. Once outside in the meeting area, there was a short wait, before everyone was given the all clear to re-enter the building.

The Alliance team were a small group amongst other organisations. The team did their best to assist all the patients and staff up and down the stairs or in the lift. Fire drills are always a little inconvenient, however, the team take drills very seriously and in view of the recent event in the Grenfell tower, I do not think that fire precautions should be neglected, particularly at elevation and in buildings of recent construction, which St Luke’s Treatment Centre is. To be realistic, such drills should be in a real life situation. I have received feedback for the building Health & Safety Office that the drill went well.

Nonetheless, there was some delay restarting the clinic, and the consultant had to work through without a lunch break. As such the Nurses asked the consultant if he would like a drink to tide him over until there was an opportunity to take a break. A second Nurse was bringing through notes for subsequent patients.

The clinic team had new visual acuity screens in the department that day, and although they were on the wall, they weren’t in use as staff had not yet had full training for the new equipment.

The manual vision chart did need adjusting as it was too low, but this was quickly sorted out by raising it up.

I have spoken to the consultant, who gave me details the conversation with you, but as this is an anonymous post I cannot comment on whether the referral or clinic letter have been actioned on this forum. If you wish to contact me for further investigation, I would more than happy to assist so please contact communications@uhl-tr.nhs.uk if you would like further details.

Kate Konik, Service Manager, LLR Alliance

Leicester's Hospitals

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