Sunderland Eye Infirmary
Queen Alexandra Road, Sunderland, SR2 9HPContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Very kind staff
Rated 5 stars out of 5
by Rebecca Barnes - Posted on 25 September 2023
I had a routine appointment after my optic discs appeared swollen at my last eye test. It was the first time I'd ever been to the eye infirmary, and I was extremely anxious as I'm autistic and struggle with new experiences and places. Every single member of staff I spoke to was so lovely though, in particular the nurse who did all the preliminary tests (I don't believe I can name her, but I hope the feedback is passed over all the same!) When I mentioned struggling to hear her questions because the fan was distracting me, as I didn't want her to think I was being rude, she insisted on switching it off to make things easier for me, even though it was such a warm day. It was so thoughtful of her and it did help a lot. She was also so patient and explained things thoroughly, as well as keeping a friendly conversation going, all of which helped ease my stress. Everyone else I spoke to had such a friendly and positive attitude too - I know it must take a lot to maintain that in such a stressful job and I hope the staff know just how much it's appreciated! The same nurse kindly walked me to the waiting area by the doctor's room. I don't know if this usually happens or she simply decided to offer extra help - again, it was something I appreciated a lot as I find following even simple directions and instructions difficult. It may seem like such a minor thing, but it saved me any additional stress. The doctor and the trainee I saw were both very sweet and the doctor was reassuring and explained things very well. It was a relief to learn there wasn't anything wrong - just another difference I was born with. I'm confident I would have been well looked after had I needed more care. Not only did all of the above help in the appointment itself, but it also made a huge difference when I left. I hadn't banked on the eye drops affecting my vision to the extreme that I couldn't see my phone screen at all to check bus routes or contact the friends I was meeting. It could have been stressful and upsetting enough to have a meltdown; as it was, I was a little frazzled but also found the funny side and eventually figured out how to help my friends rescue me. It shows just how much of an effect the lovely attitudes of the staff can have, even when they're not there to see it.
Visited Ophthalmology on September 2023
Review titled Sunderland Eye Infirmary
Replied on 23 October 2023
Hello, Thank you for taking the time to leave such valued feedback. It is so pleasing to hear you had a good experience at Sunderland Eye Infirmary. It is particularly pleasing to hear our staff went that extra mile to ensure you got back to the waiting area after your procedure. We will pass on your word of thanks to the team. Many thanks.
Provided by Care opinion
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Review titled Wonderful hospital
Rated 5 stars out of 5
by Margaret Usher - Posted on 08 July 2023
Have had both eyes operated on for cataracts. On time both times, friendly staff from reception through to pharmacy. Can't thank them all enough, made me feel so comfortable all through.
Visited Ophthalmology on July 2023
Review titled Sunderland Eye Infirmary
Replied on 11 July 2023
Hello, thank you for your message. We are pleased to hear you had a good experience at Sunderland Eye Infirmary and you found our staff to be friendly and that you felt comfortable. Kind Regards
Provided by Care opinion
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Review titled Amazing staff !
Rated 5 stars out of 5
by Sara kellett (Alfie's mam) - Posted on 10 July 2023
I absolutely can not fault a single member of staff this hospital is so calm and helpful/friendly and so supportive!
Visited Eye - accident and emergency services on July 2023
Review titled Sunderland Eye Infirmary
Replied on 11 July 2023
Hello, thank you for your message. We are pleased you found Sunderland Eye Infirmary to be a friendly and supportive setting to receive your care. Many thanks.
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Review titled Disgraceful service
Rated 1 star out of 5
by Margaret Peacock - Posted on 02 May 2023
Attended today to have cateract removed arrived at 10-00am for 10-30am appointment. Had to ask a nurse at 11-10 when I would be seen she came back and said shortly. I went through to have the operation only to be told my notes weren’t available and the couldn’t do the operation this is not the first time this has happened. I now will have to go for a further assessment if they can eventually can find my notes. This used to be a brilliant hospital but not anymore
Visited Ophthalmology on May 2023
Review titled Sunderland Eye Infirmary
Replied on 03 May 2023
Hello, we are disappointed to hear you have had this experience today. We will pass your concerns onto the relevant team. We hope you are able to have your operation soon.
Provided by Care opinion
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Review titled Telephone Triage
Rated 2 stars out of 5
by Anonymous - Posted on 08 March 2023
Rang tel no 3 times put in queue at no1. No answer after on hold for 40mins each time, so travelled to A&E yesterday afternoon. Told by receptionist couldn’t be scene and I had to ring number! Did so in waiting area( hold no1 in queue) even though nobody on reception phone! Answered after 10mins - talking on phone to person in reception. Put through to tel triage, on hold (no 1 in Q) for 15mins then was cut off! Showed reception who rang me back and put me back through to triage (no 3 in Q). By this point I decided to sit in car. After another 15/20 mins on hold a nurse answered. Took name/dob etc and asked what the issue was. As I was explaining the issue I got cut off mid sentence!!! At this point I decided to go back to South Shields and made an appointment with GP - if he decides I need to see Eye Hospital he can ring!! I think this is a ridiculous triage service as I saw numerous people with issues turn up at reception and be given the number to ring! Thought A&E was for ‘emergency treatment’ not to have to ring first and take an hour to get to speak to a nurse. Have a relative with glaucoma and she’s been advised by your consultants if she has issues to go to A&E immediately! With certain issues she is unable to see, so please tell me how she would ring your number?
Visited Eye - accident and emergency services on March 2023
Review titled Sunderland Eye Infirmary
Replied on 12 April 2023
Hello Thank you for your feedback. We will pass on your comments to the team at Sunderland Eye Infirmary so that they can look into this.
Provided by Care opinion
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Review titled Great Service
Rated 5 stars out of 5
by Ian - Posted on 26 April 2023
I attended the Eye Infirmary in March and April for two cataract operations. I would like to thank all of the staff for their professionalism, care and courtesy. I was advised when I was at primary school that I was short sighted as I found it difficult to read the blackboard. I am now 70 : so this is the first time I have been able to see ‘unaided’ in more than 60 years ! Thank you Sunderland Eye Infirmary !
Visited Ophthalmology on March 2023
Review titled Sunderland Eye Infirmary
Replied on 03 May 2023
Hello, thank you for your kind words. We are pleased to hear your operations went well and that our staff provided good care and treated you with professionalism and courtesy. We are also pleased to hear that your operations have made such a difference to you.
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Review titled Shocking attitude
Rated 1 star out of 5
by Anonymous - Posted on 15 March 2023
Obnoxious and abrupt attitude from the triage nurse and also the Doctor. I think some training in how to speak to patients politely is needed. Terrible!
Visited Eye - accident and emergency services on March 2023
Review titled Sunderland Eye Infirmary
Replied on 12 April 2023
Hello, thank you for your comments. Sorry you had this experience. We will feedback to the team concerned.
Provided by Care opinion
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Review titled Pathetic
Rated 1 star out of 5
by Michael Jefferson - Posted on 11 March 2023
Waited nearly a year for an appointment they sent one for 8.45am so I left early at 7am in heavy snow. I arrived on time but had to wait over an hour to see an unprofessional female consultant there was no apology for my long wait and she had a really bad attitude claiming I had missed an appointment I pointed out that I was on time and was waiting for her. She then seemed to turn it around on me and claim I was abusing her so wouldn't see me. If you were professional and get to work on time and read the notes on your patients before seeing them it might put you in a better mood.
Visited Ophthalmology on March 2023
Sunderland Eye Infirmary has not yet replied.
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Review titled Excellent quick treatment
Rated 5 stars out of 5
by Anonymous - Posted on 26 February 2023
Even though extremely busy the staff were excellent. Through triage by very compassionate staff and through examination of eyes by consultant so can't ask for more
Visited Eye - accident and emergency services on February 2023
Review titled Sunderland Eye Infirmary
Replied on 12 April 2023
Hello, thank you for your feedback. Great to hear our staff were compassionate and thorough during your visit!
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Review titled Cataract Centre
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2023
I would like to thank all staff I came into contact with during my 4 visits to the department, the most recent being on 14/2/2023 at 1300. The nurse who looked after me last Tuesday was especially caring.
Visited Ophthalmology on February 2023
Review titled Sunderland Eye Infirmary
Replied on 12 April 2023
We are so pleased you had a good experience at Sunderland Eye Infirmary and that the nurse you saw was especially caring. We will pass on your thanks.
Provided by Care opinion
Information supplied by City Hospitals Sunderland NHS Foundation Trust