"The appointment that never happens."

About: Leicester Royal Infirmary

I'm a patient man, but my goodness this department needs a kick up the backside. Two appointments, both cancelled on the day, just a few hours before I was due to attend. 20th January and 3rd February. On the last one I was told it was because the doctor was sick and the whole clinic had been cancelled. I was also told that I would be written to with a new date. So we are now on the 17th Feb, still no letter and so I thought I'd best call. Probably something to do with the terrible headaches and the fact that my GP says 'Nothing I can do Ed, you'll have to see the eye clinic'. So, the call was made, and after just 14 attempts, I actually got hold of a human being, alas not one with any degree of responsibility or control. Interestingly I was told by this person that the reason for the last cancellation was because of the Doctor taking 'annual leave'. Nice! I wonder when that was booked?? So, 'Can I have an appointment' I asked..."you know, as you've obviously forgotten about me?" Nope, they are still organising the next clinic...what!? My cat gets better service... My car gets better service. Can you imagine booking your car in at Sytners, only to be told just a few hours before you arrive that the tech has booked some holiday, so we'll write to you with another appointment....in a month or so. You don't seem to understand that normal people have lives to live, jobs to attend and pain to deal with. Plus, unless you work for another Public Service (Police or the Council springs to mind)....we have to keep customers happy, and deal with them fairly and in a reasonable time. Maybe a little less private work and more clinics would be a thought? Maybe understanding that the NHS is paid for by the public, my big fat tax cheque will be winging its way into the HMRC within the week. Sort it out, or employ someone who can.

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Response from Leicester Royal Infirmary

Dear Mr Gibson, Thank you for sharing your experience with us. Although sadly it doesn't appear to be a good experience, feedback like this helps us to shape and improve our services. We have sent this onto the General Manager for Ophthalmology, Martin Watts whoi has asked that you contact him directly to discuss in more detail. He can be contacted at martin.watts@uhl-tr.nhs.uk or on 0116 258 6929. Best wishes Communications Team Leicester's Hospitals

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