"Lack of communication and respect for patients"

About: Bristol Eye Hospital

My appointment on the 27th May was cancelled by the Eye Hospital and re-arranged for yesterday, 21st July. Although this was disappointing I agreed to this and turned up, on level two at 15.30, ten minutes prior to the appointed time. I was called within 10 minutes (all times in this complaint are approximate as I was not expecting to make a complaint. I will know better next time). Drops were inserted into my eyes and, after 10 minutes I was called for a scan. I was then told to wait. By now it was around 4pm. There were several patients waiting their turn so I settled down with a good book. Gradually the number of patients dwindled until there were just two or three of us left. I was sitting opposite the consultants room. At one point, they acknowledged me as they returned. By 4.30 I realised that I was the only patient left and, since I was sitting outside the room I was certain there was no patient in there. At 4.40 I complained to two staff members and asked them how much longer I would have to wait. I asked them to speak to the consultant. They refused and said that they were probably reading my notes and would be with me soon. At 4.50 as I was now convinced that I had been forgotten so I spoke to the staff again. Soon after this second conversation I was called to see a consultant whose name I don’t have. Further drops were inserted, presumably because the effects of the first ones had worn off. I expressed my frustration but the motto here seems to be ‘never explain, never apologise’. I eventually left the hospital at around 5.30. My complaint is simply that I was not kept informed about the wait and that I am pretty certain that I was forgotten. It is unacceptable to be treated in this way. Outpatients Depts in the BRI do inform patients about wait times. Why not in the Eye hospital? ‘Respecting everyone’ is one of your values but where is being demonstrated in the Eye Hospital?

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Response from Bristol Eye Hospital

Thanks very much for the feedback. We are really sorry to hear about your experience. We would welcome the chance to look into and respond to you directly. Please contact Patient Support and Complaints Team 0117 342 1050 / pals@uhbristol.nhs.uk. Thank you.

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