"Problems in the eye clinic"

About: Mater Misericordiae University Hospital / Ophthalmology

(as a relative),

In the past three weeks I have been in the eye clinic with my mother who is in her eighties...she is one of the lucky ones we only were there for 9 hours other older and on their own were there a lot longer .....no eats of drinks as  I believe they are afraid to move in case they are passed over when the nurse calls....and you can not always understand who the nurse is calling....I'm not old or hard of hearing and I had a problem with the names called....

Having enquired how much longer we have to wait the nurse could not say as only one doctor was their all day Why bring people in leaving them all day knowing you don't have the staff? This is so frustrating and annoying. so when 5. 30 came admin staff went home 30 plus still sitting waiting... some left ....and the rest were told they have to go to level 3 Day ward....they would be seen but nobody could say when? ? ?

If information was relayed in the day to patients so they could decide if to stay or go

or at least tell them to go away for hour and eat and drink then come back assured they will not be missed or put to end of line...I felt so sorry for one old lady who had taken a taxi from Navan and had to travel back later that night on her own she admitted she was a bit scared....I asked on a number off occasions in the day/night if any of them would a least like a tea or coffee.
Also, some of the eldery people seemed confused ...as to what to do when they get out of lift...

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Responses

Response from Cora Herbert, Patient Liaison Manager, Quality & Patient Safety Directorate, Mater Misericordiae University Hospital

Dear Bruno

I am sorry to read the difficulties you and your mother are experiencing in our Eye Department.

I would be grateful if you would call me directly on (01) 803 2825 or email: cherbert@mater.ie with your mother’s details as I would like to establish which particular area in the Eye Department your mother attended I.e. the Outpatient Department or Eye Casualty.

The eye emergency department is separate from the main emergency department and the eye outpatient department.

From your comments it would appear to me that your mother was attending our eye emergency service which is open Monday to Friday 08:00hrs to 16:00hrs and all patients referred to the service outside of hours are seen on St. Elizabeth’s Ward by the on-call team. Any patient remaining in the eye emergency department after its closure at 16:00hrs are brought to Ophthalmology Ward for assessment by the on-call team.

Patients presenting to the eye emergency department are assessed by the nurse as soon as possible following registration. This initial assessment is called triage which is a system used to make sure that we take care of the sickest patients first, meaning that the most ill patients are seen in order of urgency and not time or arrival.

Again I am sorry for the delay your mother experienced and I am happy to discuss this further with you should you wish to contact me directly.

Thank you for taking the time to highlightyour mother’s experience with us as the Mater Hospital is committed to improving patient experience based on valuable patient feedback.

Kind regards

Cora Herbert

Patient Liaison Manager

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