"Professional, kind and dedicated staff"

I attended eye casualty in the Royal Victoria Hospital following referral from my optometrist with a suspected torn retina. I was seen and dealt with very professionally and felt very well informed throughout. I proceeded to attend pre assessment and then have eye surgery. Following this I had a further complication and had a long visit to ED and eye casualty the following day. I can only commend the professional, kind and dedicated staff I encountered on my journey. I felt very well informed and listened to throughout. 

Our family suffered a bereavement in the time between diagnosis and surgery and Louise from pre-assessment was very understanding and went out of her way to seek advice about what I could and could not do in this period to support my family whilst still protecting my eye.  

Dr McAlonan and Prof Lois made me feel very reassured on the day of my surgery, taking the time to give me detailed but easily understood explanations . Dr McAlonan also took the time to recognise my husband’s anxiety, particularly in light of his bereavement . 

The most difficult part of the journey for me was when I became ill following the surgery and required further treatment . I was seen by Dr Murdoch in ED and then Dr Marshall in eye casualty , who along with the fantastic nursing and reception staff, were so incredibly kind to me . Despite the clinic being exceedingly busy, they spent a lot of time over the following hours getting me sorted out and were very thorough in their care and attention.  And this really did include everyone, from the lovely girl on the reception desk , the student nurse (whose name I didn’t get ) and the nursing staff , including Aneena as well as Dr Marshall and also the porter who helped my husband get me to the car to get home. I felt incredibly vulnerable that day, which was very unusual for me, but I will never forget the kindness and professional care I received which made me feel safe . 

On my return for my review appointment, despite what was a busy clinic, I really appreciated that Prof Lois still took the time needed to to ensure I knew exactly what the next steps were and what I had to do between that and my next appointment, including my husband in the discussion. There was another patient complaining bitterly and loudly about the waiting times at the clinic but I was impressed with how professionally and calmly the nursing staff dealt with the complaint, even providing tea and toast for the complainant. This was all despite the fact that it was obvious staff were working as quickly and efficiently as they possibly could. This has prompted me to write to say how thankful I am for a service which not only has thankfully sorted out my torn retina but has done so in such a compassionate manner, providing individualised person centred care with excellent communication. Please know this service is making a difference despite the busy pressures it faces . Thank you.