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Cataract consultation

Posted By septembergj58

"Cataract consultation"

About: Aberdeen Royal Infirmary / Ophthalmology (Eye Problems)

(as a service user),

After being on the list at Elgin hospital for a year, I was given an appointment at the cataract clinic in ARI. We drove for 2 hours in horrendous weather, to get to the appointment. I arrived at the ward and reception was unmanned, so stood waiting with another 2 people who had entered just before me. A nurse came in and said to take a seat in the waiting area round the corner. I waited for over 30 minutes, then had notification of a voice-mail on my phone. I checked the voice mail, to find it was the ward asking why I had not turned up. I went back to reception, which was still unmanned, and a domestic assistant did her best to help. She came and advised me, that she had informed them I was in the waiting area all the time.

Due to Covid masks had to be worn, which due to being claustrophobic, causes me severe anxiety. I waited a further 40 minutes, with still no-one coming near me, and could not sit with a mask on any longer, so had to get out.  I had left home over 3 hours prior, and there was no water available, there was a coffee machine that was switched off. I told the receptionist I had been sitting waiting for 80 minutes, and just got what I found to be a very rude reply, after which my anxiety had escalated to the point I was having a panic attack, and I left the ward. I gave up and paid to have the surgery done privately the following month.

I would also like to mention, I put in a complaint on the NHS complaints web-page which has not even been acknowledged

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Responses

Response from Lorna Stephen, Senior Charge Nurse, Ophthalmology, Surgery 1, NHS Grampian 2 years ago
Lorna Stephen
Senior Charge Nurse, Ophthalmology, Surgery 1,
NHS Grampian

Submitted on 20/03/2023 at 12:09
Published on Care Opinion at 12:10

As Senior Charge nurse in Ward 203, Ophthalmology; this is the first time I have received your concerns.

I will apologies for not responding to your first feed back regarding our service and for the poor service you received on that day.

We take all concerns raised seriously on Ward 203 and will address all. We strive to give every patient, relative, visitor the best service and experience we possibly can, but sadly it appears we have failed to do so the day you attended. We can learn from all feed back and appreciate the time you took to feed back to our service.

Our reception is usually manned for clinic patients by a receptionist but they also cover both our inpatient area and daycase area within 203. The receptionist may have had to attend to patients in these areas which may be why reception was unmanned, our sincere apologies for not being present to meet you on your arrival and record that you had arrived for your appointment this may have lea to the delay in you being seen.

If clinics are running late it is expected that staff will update patients of the reasons and what time they are expected to be seen. If not seen in a timely manner we do request all patients to go to reception and ensure they are aware you are present. Communication in this case seems to have failed and we apologise as this has caused you unnecessary stress.

Masks are at present still a requirement in hospitals but we are able to allow patients with medical conditions, which you certainly have, to attend without wearing masks in order to complete their assessments comfortably. In reply to this concern, I will today put up information beside the masks for patients with medical conditions, who may be exempt from wearing, to please express their needs to staff on arrival.

I have never received a complaint about rudeness from my receptionists, I have again today spoken to the lady on reception, one has now left. I highlight your experience and we wish to apologise for any misunderstanding or stress this has caused, we always strive to treat all attendees with politeness and respect.

I will take all these concern raised about time waited, masks and the "very rude reply." to the team.

I have discuss these as a team of nurses, domestics and receptionists on shift today. This helped us identify the areas we need to improve on in order to meet the needs of all our patients. We will implement changes to address the issues you raised.

Regards,

Lorna Stephen.

SCN, Ward 203, ARI.

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Response from Jane Beattie, Nurse Manager, Surgical 1 (Surgical Division), NHS Grampian 2 years ago
Jane Beattie
Nurse Manager, Surgical 1 (Surgical Division),
NHS Grampian

Submitted on 23/03/2023 at 08:50
Published on Care Opinion at 09:48

Dear septemberqi58

I would like to offer my apologies, for your experience during your cataract consultation.

I would be keen to discuss your experience further with you.

Please contact me by emailing- jane.beattie1@nhs.scot.

Kindest regards

Jane Beattie

Nurse Manager

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