"My questions remain unanswered"

About: Bristol Eye Hospital

I do begin to wonder whether the NHS system now only exists to self perpetuate work and not a cure. Whether it is at the GP clinic or at a hospital such as this, people such as myself arrive for a follow up consultation, and after a long wait are eventually seen by somebody, but not necessarily the same consultant as we have seen before, and then we have to explain all over again the reasons why we are there when the actual circumstances of our condition should rightly have been documented from the beginning. Follow up appointments fail to arrive. When a complaint is made, specific concerns are never answered fully and neither is responsibility taken.. but excuses are always forthcoming As patients we know at the hospital you are terribly overworked and busy, but there comes a point where no-one at this hospital is ever personally responsible for anything. Blame is shifted from pillar to post and this is really very unacceptable. Once again I have telephoned to try to find out why I am still waiting for my follow up appointment. The last time when an appointment failed to arrived I called and found it was because I had been 'missed out of the loop',and now this time it is not because I was forgotten, but that the hospital is running behind time. Err..but .isn't that the same thing but using another excuse? My treatment has still been delayed for one reason or the other and had I not chased this up again today still I would have been waiting. And when I ask, who is the consultant I will be seeing it is another junior team member of unknown name. What has happened to our hospitals whereby healthcare is so hit and miss? And how can there be the rapport of confidence between the patient and the consultant when every time a patient receives an appointment the consultant changes? I really am tired of this.

Story from NHS Choices

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Response from Bristol Eye Hospital

Thank you for taking the time to post a comment on NHS Choices. We are sorry to hear that your experience of the Bristol Eye Hospital has not been a positive one. Given the large numbers of patients that we see, there are usually teams of doctors working within clinics and we do recognise that this means patients often don’t see the same doctor each time they come in for an appointment. If you feel that this is significantly affecting the care and treatment that you are receiving, then please do raise this with the doctor at your next appointment. Your feedback suggests that you have made a complaint that has not been satisfactorily resolved – we would be grateful if you could contact our Patient Complaints and Support Team if this is the case so that we can look into this for you (0117 342 3604/ pals@uhbristol.nhs.uk). We know that cancelled and delayed appointments cause worry and distress to patients and their families and we try and avoid this wherever possible. Unfortunately it may have been an error on our part in respect of the appointment that failed to arrive with you, but we would be happy to look into this further for you if necessary. We are carrying out improvements to our administration systems at the hospital and please be assured that, on the occasions where we do have to re-schedule appointments, this is done in consultation with the clinical teams to ensure that it will not adversely affect the patient’s condition and treatment. Thank you again for your feedback.

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