"Balmoral Eye Clinic"

About: Leicester Royal Infirmary

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My 85 year old mother has recently undergone a successful operation for removal of a cancerous growth on her lower eyelid, last week at a routine follow up appointment she was assessed as requiring a cataract operation, the consultant filled out the relevant paperwork and we left it with the departmental receptionist and were told the appointment would follow. A week went by and no appointment had been received so I tried ringing the eye dept for an update, on 0300-3031563, which is the number given on a previous appointment letter, I was told they no longer deal with appointment enquiries 'ring 0116-2585930', this number was constantly giving out a pre recorded message to the effect 'Office hours are 0830 to 1230 and 1330 to 1630, You cannot leave messages on this number please call back later' I took this to mean there was someone there but they were away from the desk or they did not want to answer the phone. The time was approx 14.15hrs. I persevered and a dozen or so attempts later a lady eventually answered my call, her response to my question of why the appointment had not arrived was astounding ' Oh we are short staffed I am on my own today doing the jobs of 2.5 people I know we have not put anyone on the list for at least a week, your mother only came in last week so try ringing back in another 2 weeks we might be able to tell you more then, but be aware there are in excess of 400 people waiting to get on the list !!' Questions Is the Eye clinic booking dept short staffed, are the waiting numbers I was told correct? Why is there so much misinformation re correct departmental phone numbers, even the switchboard seem to struggle? On one visit to the clinic during my mothers treatment her next appointment was issued there and then on the day and the appointment letter printed off to take home with us, what has changed? Would someone from the hospital authority like to explain?

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Response from Leicester Royal Infirmary

Thank you for taking the time to post your comments about our Ophthalmology department. We value all feedback as this allows us to continually review and improve our services. We would like to take this opportunity to sincerely apologise for any recent issues you have experienced and to reassure you that we have made some developments to improve the way we deliver our service to patients. Here are some telephone numbers which you may find useful: Enquiries about clinic appointments – 0116 258 6763 Enquiries about surgery – 0116 248 5930 General information – 0116 258 6468 FOR EMERGENCIES ONLY Emergency Eye Casualty – 0116 258 6273 We are aware that patients have been facing some are difficulty in contacting us on these numbers at peak times due to the volume of calls but we will make every effort to answer your call and resolve any concerns. If you cannot get through on the phone and have any further concerns, please email Lead Nurse for Specialist Surgery, Kerry.Pape@uhl-tr.nhs.uk Kind regards Communications Team Leicester’s Hospitals

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