"First visit went well but..."

About: Queen's Medical Centre

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My first visit to the eye casualty department went well. I was treated promptly and politely. Previous visits to this hospital, as both a patient and visitor, had left me worried about certain issues, in particular the lack of care and/or compassion from staff in many different departments. However, I thought that the hospital had turned over a new leaf and I was pleasantly surprised. My nurse and doctor were excellent and I left with a new impression of the place. I didn't stop telling friends, family and colleagues about my positive experience as I couldn't speak highly enough of the department.

On my follow up visit, I was kept waiting for the nurse even though there was only one other person waiting (this was 7.30am). The receptionist was snappy and surly and certainly should not have been the first person patients saw. For the next hour around ten more staff came on duty but they all stood around gossiping about their personal lives and drinking tea/coffee; they were certainly not working. I saw the same nurse, who was still pleasant, but I left not knowing what I could do about my long-term condition. I was told to contact my optician, who has since told me to contact the hospital!

I have now reverted back to my initial feeling about the hospital, which is a shame as I will no doubt have to visit them again in the near future.

My suggestion to the staff would be that if you are going to skive then do it where patients and visitors can't see you or hear what you are talking about as it gives a very negative view.

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Response from Queen's Medical Centre

Thank you for sharing your feedback. We are working hard to ensure the consistency of our care and behaviours. Your feedback is a reminder that we still have some way to go to get things right all of the time. I will be sharing your feedback with the Sister in Eye Casualty and together we will be reminding staff that behaviour like this is unacceptable. I am very sorry you have had this experience. If you wish to discuss your concerns further I would be happy to do so. Please contact me directly at andrew.riley@nuh.nhs.uk

Andrew Riley – Matron for Head and Neck Directorate

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