"My overall experinece was not good"

About: Queen's Medical Centre

What could be improved

We attened eye casualty due my partner being in extreme pain as he had a eye ulcer. we were there really early and there were hardly any pts around. There were several members of staff around the nursing station just chatting. We registered; I explained we were a pt of Dr X and would like to see him. Nurse was very sharp and short and just said we had to wait. We then saw the nurse practitioner who said we had to come back another day as dr was busy. I said I had rung night before so did not want to travel again specially as my partner's eye was really bad; he said dr had no time but after my insistance just went and checked. Came back; apologiised said our name was on the list.

At the end, after we saw the dr, he said he will arrange for us to be seen at eye clinic. When we came out the pharmacy later, my partner went back to the nursing counter, asked a note could be put on his appointment refer so a later time of day is booked for him at the clinic because of his job. There were two members of staff at the desk; the young girl didn't seem to have the slightest idea what was happening. The other gentleman, listened to us absent mindedly and just said yes yes ofcourse. When we left the nursing station, I realised he never asked my partner's details. How did he know where to put the note on?!

Anything else?

All and all I felt not been "cared". I have no comments on the quality of their service, I guess it was ok but there didn't seem to be much coordination. The staff were all very doom and gloom just doing their job to get you out the door. I have been to other A&Es (unfortunately due to my partner's condition), I will try to avoid it if I can in the future. This journey was not by any means a good experience.

Story from NHS Choices

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Response from Nottingham University Hospitals Trust

We are concerned to hear about your experience following a recent visit to our eye casualty.

We endeavour to provide all our patients with the highest quality of care. We will ensure your concerns are raised with colleagues in the department.

Should you wish to discuss your concerns further, please do not hesitate to contact me on: 0115 9249924 ext 66459 (please note I am away from the trust every Wednesday and Thursday).

Andrew Riley – Matron, Head and Neck