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Left eye appointment due to long wait

Posted By importerem45

"Left eye appointment due to long wait"

About: Central Middlesex Hospital

(as the patient),

Dear C Middx Hospital

Thank you for the wonderful care you have given me.

However my appointment at the eye clinic today was a complete disaster.

I arrived promptly for my appointment. After an hour I enquired at the reception desk when I would see someone but no answer could be given. I also asked 40 mins later then again half an hour later. Still no answer as to when I might be seen. I had been waiting for over 2 hours in a hot and stuffy atmosphere. I started to feel unwell. I am in my 80's. I had no option but to tell the reception I had to leave as I did not want to end up as an inpatient!

Can you give me an explanation of what went wrong? 

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Responses

Response from London North West University Healthcare NHS Trust 2 years ago
London North West University Healthcare NHS Trust

Submitted on 01/09/2021 at 15:49
Published on Care Opinion at 15:49

Dear importerem45,

Thank you for leaving your feedback and I am sorry that you had a particularly bad experience on your last visit to ACAD Eye Clinic. We have passed your feedback onto the service who were also sorry to read your comments. The service has provided us with a response which they would like to share with you:

We would like to sincerely apologise that your recent visit to the Eye clinic was not as expected and that there was considerable delay. We are also sorry for the lack of communication by the receptionist.

Most of the Eye appointments involve seeing multiple speciality in the same visit and hence as outlined in the appointment letter to allow for approximately 2 hours in clinic. Going forward, we will ensure the nurses update all clinic times every 30 min on the notice board and our receptionists are up to date with this information. We try our best to see all patients within their appointment time.

If you would like this to be looked into further then please do contact our PALS team on 020 8869 5118 or email LNWH-tr.PALS@nhs.net with more details and they will be able to assist you.

Many thanks,

Kind Regards,

Leanne Fernandes -Patient Experience and Engagement Lead

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