"Shockingly inefficient, poor communication"

Having returned to my hometown after a few years away, I was referred to c.h.e.c. for regular eye care. The first communication asked me to make an appointment, with no information as to what the appointment would cover. I assumed it would provide a thorough eye examination (visual field, visual acuity, pressures, retina, etc) and consultation. However, on the day I was merely given a Visual Field Test, no consultation with the optometrist.

I was not happy to learn there’d be further appointments for the various usual eye tests and to see the optometrist.

A second communication was received, asking me to make an appointment, and again, no information provided. I phoned as I wanted to understand how c.h.e.c’s system worked. I was told that eye tests were being split to speed up waiting times. What an infuriating waste of *my* time.

I saw the optometrist a few weeks later, who did manual checks of my eyes, but was told I’d have to return for two more appointments - one for the scan, and another to see her again to discuss findings.

I cannot express the extent of anger at the waste of not just my time, but the wholly inefficient system that now creates four appointments where in the past I had just one or two (with an organisation called The Group Practice, which provided an excellent service). Thankfully I’m retired, so have a little more flexibility than someone who’s working. I can’t imagine the stress and inconvenience this must cause to people who have to work.

c.h.e.c. states that part of their vision is to reduce waiting times. What a joke. It's taking four appointments spread over 6-8 weeks to complete my eye check/consultation whereas in the past only one or two appointments were necessary.

The wastefulness of this poorly run system is a disgrace. As this organisation is an nhs supplier, it means that scarce taxpayers’ money is being wasted over and over. This is a deplorable way to operate.

Who is holding this organisation accountable?