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"Mater hospital eye clinic reception system"

About: Mater Misericordiae University Hospital / Ophthalmology

(as a parent/guardian),

Our child hurt her eye and after a while she went about playing again. The next day she woke up with her eye closed and after some time opened it exposing a red and sore looking eye.

We brought her to our GP, who said she had a scratched retina and maybe something still in there. He referred our daughter to the Mater eye clinic.

On arrival we went to reception to be told to pick up a number. This was a plastic laminated printed number. After a wait of approximately two and a half hours we were called to reception to be told by reception that the Mater eye clinic doesn't treat children.

Our issue is the eye clinic's reception policy of having patients wait before triage or indeed speaking to patients. Had they at least spoken to us they would have realised it was a child and could have directed us to a more appropriate service. This all caused unnecessary upset and discomfort. A small issue maybe, but unnecessary!

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Response from Nuala King, Clinical Governance & Standards Manager, Quality & Safety Directorate, Mater Misericordiae University Hospital 8 years ago
We have made a change
Nuala King
Clinical Governance & Standards Manager, Quality & Safety Directorate,
Mater Misericordiae University Hospital

Patient services manager with responsibility for patient feedback, comments, compliments and complaints

Submitted on 04/11/2014 at 15:39
Published on Care Opinion at 18:18

Dear Catchphrase,

Thank you for taking the time to provide us with this valuable feedback. We have noted the issue you have raised and shared your comment with the Management Team in the Ophthalmology Area.

As a direct result of your feedback a notice has been posted at the registration desk clearly outlining that our service is an adult service for patients 16 years and over.

I am pleased to let you know that the Eye Casualty at the Mater will be relocating to a new area on the campus in early 2015 and the patient pathway through the registration process will be reviewed and replaced with an improved pathway. On behalf of the hospital I wish to apologise for your recent experience and hope your daughter has made a full recovery.

Best wishes and thank you for your feedback.

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