"Eye Clinic Appointments for Glaucoma"

About: Worthing Hospital

I have phoned the Appointments Department, also the Eye Clinic at Worthing Hospital, then left a message on the answering machine of the Patient Liaison Officer to enquire why my appointment for 14 January 2015, which should have replaced the date that was cancelled last November, had been cancelled and to know when a new appointment might be expected. The Appointments clerk was unable to help with my enquiry, the person I spoke to at the Eye Clinic was unwilling to discuss the matter and, so far, the Patient Liaison officer has not returned my call. I noticed that you responded to a similar complaint from a gentleman on 9 September2014 and suggested that he email PALSWorthing@wsht.nhs.uk. I decided to try this myself and emailed them last Wednesday, 28 January, with details of my experiences with cancelled appointments over the past year and a request for information as to the cause of this and possible outcome, but have not even received an acknowledgement. If you agree that patients should share responsibility for managing their own treatment then perhaps you will understand why we find it extremely frustrating to be treated in this off-hand manner.

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Response from Worthing Hospital

We are so sorry to hear that you have had such poor service in contacting us about your eye appointment and the reasons for its cancellation for a second time. It may be that you have now heard back from PALS and/or received an appointment. As this site is anonymous, we do not have your details so cannot investigate this further for you at this point. If you have not heard back yet, then we suggest you contact the Customer Relations team at customerrelationsworthing@wsht.nhs.uk or the Head of Patient Experience on 01903 205111 extension 84184. In the meantime, we have forwarded your post to the manager for the Ophthalmology Service and the manager for PALS, to make them aware of your experience.

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