"Need more staff for seeing children saw two..."

Thank you for taking the time to leave us some feedback about your recent attendance with your son in the Ophthalmology Department at Eastbourne District General Hospital (DGH); we very much appreciate it.

The Trust works hard to provide a high standard of care to all patients, regardless of how young or how old they are, and of any particular additional needs they may have, and so it is disappointing to read this was not the experience that you and your son had earlier this month. Please accept our apologies for any confusion or upset we caused your son, and for the concern our staff gave you in the standard of care being provided to him.

It is also very concerning to read that your appointment, something of great importance to you and your son, was interrupted on several occasions by staff seeking advice from the doctor. This displayed a lack of dignity and respect for you and your son, and did not afford you the privacy you should have been given. Please accept our sincere apologies for these disruptions as they are not acceptable, and must have been confusing for your son.

We are consistently reviewing how we deliver care and treatment to our local health population, and feedback such as that which you have kindly given us helps to steer some of the improvements we can make for the greater good of all patients. We will share your comments with the Service Manager responsible for Ophthalmology, as she will appreciate your personal experience of the care standards and staffing levels in the department, and determine what can be done to address this. The Trust also has a nurse-led Learning Disability Service, so we will share your feedback with her too to reflect on how children with Special Educational Needs (SEN) can be communicated with and supported during hospital appointments.

It was assuring to read that you felt the nurses were good and staff were friendly, but if you have any personally specific feedback you would like to share with us for our learning and to give us an opportunity to look at your concerns for you, then please do not hesitate to contact our Patient Advice and Liaison Service (PALS) by email at esh-tr.palse@nhs.net or by calling the team on 01323 435886.

Please once again accept our thanks for your feedback, and our apologies for any unnecessary concern or upset we have caused you and your son during your recent attendance at Eastbourne DGH.