"Follow up appointment impossible!"

About: Whipps Cross University Hospital

I left a glowing report of my cataract operation last month. Since then trying to arrange a follow up appointment to check my eyes has proven impossible.

Apparently my follow up appointment should be 3-5 weeks after my 17 january operation. I received a follow up appointment for 4 February at 1115, only to receive a text two hours later saying that it was cancelled and to make another appointment.

I spent two afternoons calling the appointments number: 02085395522 ext 6916 but it just rang and rang. I was asked for my mailbox number. Dont understand; haven't got one. Then a letter arrived conforming the cancellation asking me to call the booking team at the appointments centre on 02085256768. I did. Your lady said that the appointment team cannot make bookings, even after I explained why I was calling. She said that the letter was wrong and should be changed. Over to you on that. She said that she would raise it with her manager and get an email back to me. Nothing received.

So I'm not sure where I go with getting a follow up. My local optician said that I should have one, especially as I have soreness in the eye, a bit like grit or an eyelash.

As a last resort I contemplate just going to the Eye Cente Reception and asking for a booking, but that's a bit of a journey. It's a pity that the excellent medical care has been spoilt by the administration.

Roy Coombs

Story from nhs.uk


Response from Whipps Cross University Hospital

Dear Mr Coombs

Thank you for taking time to contact us with feedback. I am disappointed to learn of your experience, and the difficulty trying to obtain an appointment.

We would like an opportunity to investigate the issues you have raised and the findings of our enquiries will be shared with you. We would therefore like to request that you contact our PALs team on site with your details – wxpals.bartshealth@nhs.net or telephone 0208 535 6438.

Or we do have a team called Access Issues Resolution Service (AIRS) who can deal with issues such as yours, their number is 0345 602 9906 they may be able to help in the meantime.

We appreciate your feedback as it helps us improve services. We look forward to hearing from you

Kind Regards

Traci, Central Complaints Officer

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