"Cancelled appointment without notice"

About: Manchester Royal Eye Hospital / Ophthalmology

(as a relative),

Just over a week ago, my dad received a phone call from Manchester Eye Hospital with an appointment for this afternoon. This followed a previous appointment, where the scan taken was blurred. He was expecting a look inside his eye, probably followed by laser treatment to clear his vision.

I agreed to drive him there, (dad sitting in the far corner of the back seat) although we do not live in the same household, because I did not want someone in their 80’s to use public transport, which is how he usually goes to appointments.

Dad arrived for his appointment and was told that the appointment was cancelled yesterday. He had not received either a phone call or text message telling him this.

Although his records were not available, the staff looked on the computer, and repeated the tests carried out previously. They explained briefly how the laser works, as my dad is nervous about treatments. However, they confirmed that the laser was not operational at the moment.


1. Why was the appointment, only made a week ago, cancelled, and why was my dad not told? Was it because the laser wasn’t working, or something else?

2. With the current COVID-19 situation, why was my dad put at risk? Travel, passing other people in the hospital, seeing staff unnecessarily.

I am extremely unhappy that an elderly vulnerable adult was put in this situation.


Response from Manchester Royal Eye Hospital last month
Manchester Royal Eye Hospital
Submitted on 13/07/2020 at 13:43
Published on nhs.uk at 17:10

We were very sorry to receive your comments and concerns via the NHS Website about your experiences on 16th June 2020. It is very difficult to respond to the specific concerns you have raised without being able to investigate your concerns in more detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about your experience. If you contact the Assistant Directorate Manager at the Manchester Royal Eye Hospital on 0161 701 2787 or by e-mailing justine.iliffe@mft.nhs.uk quoting reference number PO20/0011 they will be able to discuss this with you.

The Patient Experience Team

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