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Care Opinion

Terrible communication of appointment notification

Posted By peppermn84

"Terrible communication of appointment notification"

About: North Devon District Hospital / Ophthalmology North Devon District Hospital / Outpatients

(as the patient),

I am waiting for an ophthalmology appointment and couldn’t understand why it was taking so long to hear from the hospital. I eventually rang the hospital and was told that they had tried to call me 3 times to make an appointment but as I did not answer any of those calls I had been put back to the back of the queue!

I explained that I had an answering machine but was told that hospital policy is not to leave a message!

I explained that I am an active person and do not stay in my home 24/7 hence answer machine and I suggested that the best way to contact me would be to send an appointment through the post. I was told this was not an option – they don’t do that.

Communication is obviously an issue here.

So this leaves me with the position if being back to the end of the waiting list again, having to stay in the house 24/7 for a phone call and checking my answer machine for a message they do not leave!!

I am 75 do not use the internet as I have issues with my eyes – hence the need for this appointment – why cannot you write to me or leave me a telephone message?

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Responses

Response from Lisa Baxter, Ophthalmology secretary (Northern Services), Ophthalmology Department (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 6 months ago
Lisa Baxter
Ophthalmology secretary (Northern Services), Ophthalmology Department (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 10/10/2023 at 15:25
Published on Care Opinion at 15:25

Dear peppermn84,

I am sorry to hear that the communication about your appointment has left you feeling disappointed and frustrated. I have double checked with our booking team and the standard practice is to call patients, and if there is no response, to leave a message to call them back. Unfortunately as your feedback is anonymous, I am unable to speak with whomever called you to clarify why a message was not left for you. I have been assured by the booking team that patients are not moved to the back of the waiting list, they remain in place and several appointments are offered.

As I mentioned, without specific details I am unable to look up your particular case, and it is unfortunate that on this occasion the procedure which is standard, seems to have been relayed differently to you. You are welcome to contact me directly on 01271 322411 if you are willing to give me your details, and I can look into the matter in more depth for you.

Thank you for getting in touch with your feedback however, it is important that we hear when patients have had good and bad experiences.

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