Your Voice Counts Report. Experiences of Ophthalmology Services at Aintree University Hospital NHS Foundation Trust

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1 Page1 Your Voice Counts Report. Experiences of Ophthalmology Services at Aintree University Hospital NHS Foundation Trust A report for South Sefton Clinical Commissioning Group. March 2014.

2 Page2 Background. Healthwatch Sefton is the new independent health and social care champion giving children, young people and adults a powerful voice in shaping local services. Healthwatch is here to help people get the best out of their local health and social care services - whether it s improving them today or helping to shape them for tomorrow. Healthwatch Sefton is all about local voices being able to influence the delivery and design of local services. Healthwatch plays a role at both national and local level and makes sure that the views of the public and people who use services are taken into account. In April 2013 Healthwatch Sefton took over the role of Sefton Local Involvement Network (LINk). Healthwatch Sefton is an independent company limited by guarantee, under the auspices of Sefton Council for Voluntary Service (Sefton CVS). Healthwatch Sefton will; Promote and support the involvement of local people in the commissioning, the provision and scrutiny of local care services. Enable local people to monitor the standard of provision of local care services. Obtain the views of local people regarding their needs for, and experiences of, local care services and importantly to make these views known. Produce reports and recommendations and share then with providers, commissioners, people responsible for managing/scrutinising local care services and Healthwatch England which will influence the way services are designed and delivered. Influence how services are commissioned by having a seat on the local Health and Well Being Board. Support trained volunteers to complete Enter and View visits on health and social care services accessed by Sefton residents. Provide advice and information through its signposting and information service about access to local services so choices can be made about local care services.

3 Page3 Below details the 34 experiences we have captured to date which share local people s experiences of the ophthalmology department at the Trust. We have produced this report for South Sefton Clinical Commissioning group who are reviewing how Ophthalmology services will be commissioned in the future. This will ensure that the experiences Healthwatch Sefton has captured from local people across Sefton relating to Ophthalmology services they access from will be fed into this work. We gathered the experiences from the following engagement activities; Engagement Activity Number of Experiences gathered Promotional Stand at the Elective Care Centre 31 Aintree University Hospital NHS Trust. Engagement with Peoples First 1 Southport Macular Disease Support Group 1 Sefton Carers Centre 1 Total 34 The experiences are categorised as follows: Mixed Experiences. We have received 6 mixed experiences about the Ophthalmology service which tell us about the following areas of care; Elective Care Opthalmology Referrals, Engagement: Key issues Elective Care Centre, Aintree 19/08/2013 Appointment has gone well. Everyone extremely friendly. Everything spot on. I was a bit disappointed with 12 week waiting list for operation. I accept this is unavoidable. Referrals Mixed

4 Page4 Elective Care Centre, Opthalmology Access to Information Elective Care Centre, Aintree 19/08/ :00:00 Overall experience rated as 2 - poor Appointment was at 10.00am and i was seen at 11.45am. I was not told why it was running late. The staff are fabulous. Access to Information Mixed Opthalmology - Elective Care Centre Access to a Service Aintree hospital stand - Elective Care Centre 30/09/ :00:00 Overall experience rated as 5 - very good. I have been for assessment today. They are always very good here. I have travelled from the Isle of Man and it is a long day. So many of us come over. We have the equipment in the Isle of Man but they will not train the nurses. Access to a Service Staff Training and Development Distance to a service Mixed

5 Page5 University Hospital Aintree Opthalmology ECC Aintree hospital - Elective Care Centre stand 28/10/ :00:00 The visit has been tiring as been waiting around for treatment. The staff are very good, they are brilliant. Mixed Elective Care unit - eye clinic Outreach - People First 05/07/ :00:00 The hospital is good. I am nervous but my carer comes with me. I have cataracts. I feel the doctors sometimes talk down to me. The waiting time is good. Waiting times (Access to Services) Mixed

6 Page6 Opthalmology - Elective Care Centre Aintree hospital - Elective Care Centre 24/02/ :00:00 Overall experience rated as 4 - good. I have been told running about 55 mins late today. It is written on the board. The treatment is fine and the staff are good too. Mixed

7 Page7 Negative Experiences We have received 6 negative experiences about the Ophthalmology service which tell us about the following areas of care; Negative experiences of Opthalmology Services at Aintree University Hospital NHS Foundation Trust Total

8 Page8 Elective Care Centre - Opthalmology Access to Information Elective Care Centre 19/08/ :00:00 They did not tell us this is where we should come. The appointment just says opthalmology and not where this is located. We came on public transport. They could do with putting a map in with the letter. The appointment was changed and they phoned him. It was not good for him on the phone as he has a vision impairment and he could not write down the details. If you go on a holiday you get full details - how to get there etc... With all the changes here it would help to give a map to eliviate stress. Access to Information Appointments Negative Royal Liverpool Site St Pauls Eye Hospital Referrals Macular Support Group 22/10/ :00:00 Just had an August appointment. Next appointment is November. Initially they wouldn't take any more names. Can't book online. Must send a referral letter. Referrals Negative

9 Page9 Food and Hydration Patient Experience Stand - Elective Care Centre 26/04/ :00:00 Overall experience rated as 1 -Very Poor. I came to the clinic for the day, I was to have glaucoma phasing every 2 hours - from pm. The test only took 5 minutes but there was 1 hr and 55 mins in which to wait for next test. My complaint is there was no day room or tea facilities available and I had to sit on uncomfortable waiting room chairs for long periods of time. Tea was available from various cafes but expensive. Two weeks ago I was discharged from hospital after having a heart attack. I am still feeling tired and this day of testing with no lounge facilities was very tiring and upsetting. In fact I do not know whether I can last out the full day. Please give a thought to people with health issues when you offer appointments and testing. Thankyou. Even offer them a free tea/coffee pass in the canteen. A thought to the elderly would also be appreciated. Food and Hydration Suitability of environment Negative

10 Page10 Aintree Hospital - Glaucoma clinic Appointment booking service Outreach - Sefton Carers Centre, Crosby 11/06/ :00:00 I received first appointment which was for June I got a letter to say cancelled until 2nd July. They have now cancelled this to 14th July at 2.15pm. They have now cancelled this appointment and given me 15th July 2013 at 3.50pm. Appointment booking service Negative Opthalmology - Elective Care Centre Access to a Service Aintree hospital - Elective Care Centre 24/02/ :00:00 Opthalmology - ECC. This needs improving. The waiting times are bad. I have been here 2-1/2 hours today. In the past I have waited 2-3 hours. They don't tell you about waiting times but they do write on the board. All the drs were running 60 mins late on the board today. Do they over book? A lady has been there since 8.30am. She is in her 90's and still here. Noone tells you why you are waiting so long. It would be nice to know. Access to a Service Appointment booking service Negative

11 Page11 Opthalmology - Elective Care Centre Aintree hospital - Elective Care Centre 24/02/ :00:00 My appointment was 10.15am and I only got out at 12 noon. I don't know why they are running so late. Dr *** clinic. I am fed up coming here. This should have been solved a long time ago. It was a cataract operation that went wrong last July. I am still having problems now and I have to come back again in 2 weeks. Appointment booking service Negative

12 Page12 Experiences We have received 22 positive experiences about the Ophthalmology service which tell us about the following areas of care; experiences of Opthalmology service at 0 Total

13 Page13 Below are the experiences shared with us; Opthalmology Elective Care Centre Elective Care Centre - stand 29/07/ :00:00 Overall experience rated as 5 - very good. No further comments made. Elective Care Stand - Aintree hospital 29/07/ :00:00 Overall experience rated as 5 - very good They are very good. They have looked after me for years. I also had my cataracts done 2 weeks ago and they are very good. I thnk the staff here are great but they are over worked. People just complain at them all the time.

14 Page14 Opthalmology Elective Care Centre stand - AIntree hospital 29/07/ :00:00 Overall experience rated as 5 - very good I was seen on time. The treatment was good. The staff are very good. Opthalmology Suitability of Staff Elective Care Centre stand - Aintree hospital 29/07/ :00:00 Overall experience rated as 5 very good. I have come over from the Isle of Man. My treatment has been excellent. The staff have been good and i can't fault them. Suitability of Staff Referrals Access to a Service Doctors Nurses, Midwives and Health Visitors

15 Page15 Opthalmology Suitability of Provider (Organisation) Elective Care Centre stand - Aintree hospital 29/07/ :00:00 Overall experience rated as 5 - very good. Mr ** is the best eye surgeon in the North West. I lost my sight through another hospital. Mr ** could not regain my sight in that eye but he has regained me sight so that i can drive again. Two consultants have now confirmed i can drive again. He is absolutely the best. The best hospital and treatment i have ever had. I would recommend this centre to anyone. Suitability of Provider (Organisation) Suitability of Staff Access to a Service Doctors Elective Care Centre - Opthalmology Elective Care Centre - Aintree 19/08/ :00:00 Overall experience rated as 5 - very good Appointment has been good. The staff are the best here. They are brilliant. I come to other appointments here and they are all brilliant.

16 Page16 Opthalmology - Elective Care Centre Aintree hospital stand - Elective Care Centre 30/09/ :00:00 Overall experience rated as 5 - very good. I have referred from Isle of Man. Been to Opthalmology. Treatment here has been excellent. Elective Care Centre - Opthalmology Elective Care Stand - AIntree hospital 30/09/ :00:00 Overall experience rated as 5 - very good. No problems, very pleased. Treatment has been good. All the staff are very friendly and pleasant.

17 Page17 University Hospital Aintree Opthalmology - ECC Building and Facilities Aintree hospital - Elective Care Centre stand 28/10/ :00:00 Overall experience rated as 5 - very good. I have had better news today. Been seen very quick. The staff have been very good. It is always good here. The environment is very nice. I prefer here to the old part. It makes you feel better being a new building. Building and Facilities University Hospital Aintree Opthalmology ECC Aintree hospital - Elective Care Centre stand 28/10/ :00:00 Overall experience rated as 5 - very good. The whole system is very good. Very professional

18 Page18 University Hospital Aintree Opthalmology - ECC Aintree hospital - Elective Care Centre stand 28/10/ :00:00 Overall experience rated as 5 - very good. Been seen quickly. Treatment has been excellent. Staff are very courteous and considerate. Everytime we have been to this clinic they have been excellent. University Hospital Aintree Opthalmology ECC Referrals Aintree hospital - Elective Care Centre stand 28/10/ :00:00 Overall experience rated as 5 - very good. Visit has been really good. Been seen to very quickly. Mr **** is very good. The staff are all really good. Always pleased with my visit, been coming here for 5 years. The referrals have always worked well, they are very obliging. Referrals

19 Page19 Elective Care Centre - Eye Clinic Patient Experience Stand - Aintree 26/04/ :00:00 Overall experience rated as 5 - Very Good. Great - it has improved. I was seen at appointment time. Treatment was very good. Waiting times (Access to Services) Elective Care Centre - Eye Clinic Patient Experience Stand - Aintree 26/04/ :00:00 Overall experience rated as 5 - Very Good. It was very successful. I was seen on time, the treatment was well done. Waiting times (Access to Services)

20 Page20 Elective Care Centre - Macular clinic Patient Experience Stand - Aintree 05/12/ :57:20 Smashing visit. Appointment - I was seen very quick, We all had a laugh. Waiting times (Access to Services) University Hospital Aintree Elective Care centre - opthalmology Elective Care Centre stand 16/12/ :00:00 I attended the low vision review. They have just supplied me with a magnifying glass with a light and they fitted batteries. We are delighted. We have never had a problem here. The staff are great and we have an exceptional relationship with them. The treatment is fantastic. I have advice re: appointment system : - A better system would be to go back to giving out the appointment when we leave. Appointment booking service

21 Page21 University Hospital Aintree Elective Care Centre - Opthalmology Elective Care Centre stand 16/12/ :00:00 Opthalmology. I was seen straight away and he was marvelous. No problems;. I am going for a coffee now - it is nice to have that here. Suitability of environment University Hospital Aintree Elective Care Centre - Opthalmology Elective Care Centre stand 16/12/ :00:00 I am here with my husband he is in opthalmology. I have been in the coffee shop and they are lovely and it was a nice cup of tea. I have just been talking to a lady who said the care here at opthalmology as been wonderful and she said you could not buy it. She has got her sight backl. She said they are fantastic. Suitability of environment

22 Page22 Aintree hospital - Hotel entrance 27/01/ :00:00 I have been to Physio today and i have been to neurology in the past. It is all very good. The treatment and the way the doctors look after you. My mum sees Mr **** at the eye clinic, Elective Care Centre and he is great with her, just smashing. Even when I need to change appointmentss they are good, no problems at all. Appointment booking service Opthalmology - ECC Building and Facilities Elective Care Centre - Aintree University hospital 24/02/ :00:00 Overall experience rated as 4 - good. Appointment has been very well. They have had delays today but that happens. The surroundings are nice. Building and Facilities Opening hours

23 Page23 Opthalmology - Elective Care Centre Elective Care Centre - Aintree University hospital 24/02/ :00:00 Overall experience rated as 5 - very good. Normal wait here is 3-4 hours. We travel a long way to get here. Treatment is brilliant. It is due to all the different procedures that it takes so long. Distance to a service Opthalmology - Elective Care Centre Aintree hospital - Elective Care Centre 24/02/ :00:00 Overall experience rated as 4 - good. I have been treated very well. I have been seen quickly today. Each time we come we are seen quickly. She has checked me today and said its perfect. Everyone is always very helpful.

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