"Customer service needs improvement"

About: Hull Royal Infirmary

Everything is excellent, the facilities are new and clean the staff are well educated and trustworthy, the only thing that can be improved is us timer service, I had an appointment at 2pm and wasn't seen by a woman until 30 mins later and ten was left waiting another 30 mins with very little explanation if what was going on. I finally got I see an Ophthalmologist and when I got in his officer he sat there I his phone for five minutes without saying anything! He was rather obnoxious and didn't explain anything in great detail. I was told I was going to get my pupils dilated which I had never had done before and they didn't explain anything about it so I was rather concerned when my vision started to he really blurry. After the eye scan came back and it was fine I was told that I might need glasses and was just referred to an optician. 3 hours of waiting and tests to be told that I 'might' need glasses was ridiculous. They need to improve their waiting times an improve patient communication to make sure people understand what is going to happen oh and give the doctors a lesson on etiquette considering how much they're paid they could be a little more enthusiastic. Apart from this though it's a great facility, very modern, money well spent.

Story from NHS Choices

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Response from Hull Royal Infirmary

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience and we will ensure that the Ophthamology Team are made aware of your concerns. If you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk . If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email foundation.trust@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, Patient Experience Team Hull and East Yorkshire Hospitals NHS Trust.

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