St James University Hospital Eye Clinic Report

Healthwatch Leeds undertook research into people’s experience of outpatient appointments at Leeds Teaching Hospital Trust following feedback from the public. This report summarises the findings of people’s views and experience of a visit to the ophthalmology outpatient clinic at St James Hospital.  They spoke to 148 people in May 2016.

• Nearly all had received clear information to prepare them for their appointment.
• Less than half said they had received a text message reminder for their appointment.
• Just under three in ten said that their appointment had been changed or rescheduled by the hospital.
• Over nine in ten had a positive experience before their appointment.
• Nearly all said that the clinic was easy to find.
• Nearly all said that staff were welcoming and helpful
• One in five had used the self-check in machine
• Everyone had a positive experience at arrival.
• Just under a third had to wait less than 15 minutes to be seen.  Eleven percent had to wait more than 45 minutes.
• Two thirds knew who to talk to if they had any concerns in the clinic
• Almost all said that the staff introduced themselves before providing treatment.
• Almost all felt there was sufficient privacy when being treated or examined.
• Over four in five said they would recommend the clinic to family and friends.
• Only one percent said that their overall experience at the clinic was poor.

There were 7 recommendations about the environment and communication.