Being responsive to feedback is key to providing patients with the assurance that as an organisation we are listening, and we take action.
At the Eye and Ear, we use the NHS initiative, “You Said, We Did”, to describe the improvements made in response to consumer feedback.
In 2024 the Eye and Ear undertook the following improvement activities in response to consumer feedback received:
| Location | You Said | We Did |
| Pharmacy | I don’t like that there was insufficient instructions and labelling on medicines administered from the Emergency Department (ED) | Doctors are to label all medicines sent home with patients from ED.
Common eye drops now have a label pre-attached which the doctor can fill in with the dosage instruction, patient details, date, and doctor’s name. For any drops without a label attached, a generic medicine label is available. |
| Toilets | There aren’t enough toilets, and they are dirty
|
Piping and toilets were checked by a plumber and found to be in working order.
Frequency of toilet cleaning has been increased. Hospital Porter is now paged to do extra cleans in addition to the scheduled ones. Toilets changed to unisex facility to reduce queuing. |
| Toilets | Toilet doors are very heavy and difficult to open even more so if with a mobility aid or wheelchair | All toilet doors have been inspected and hinges adjusted or, where necessary, repaired to ensure doors can be easily opened. |
| Specialist Appointment Information | It’s hard to find information on your website about specialist appointments | We made changes to our website navigation and made the Specialist Appointments page more visible in more places. |
|
Eye Drops |
I am struggling to use my eyedrops | We created a patient eye drops education package with videos and factsheets, containing 11 simple steps. The video is animated so it could be easily translated. |