"The Hospital was very clean and ..."

About: Bristol Eye Hospital

(as the patient),

What I liked

The Hospital was very clean and well laid out

What could be improved

My appointment was at 10.15am but I was not seen until 12.30pm. I was given no information on likely waiting times or explanation for the delay when I asked. The doctor I eventually saw told me he thought he had finished the list. I have a heart condition and found waiting without explanation very stressful.

Story from NHS Choices

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Response from Bristol Eye Hospital

Thank you for taking the time to give us feedback on our service. We are glad that you found the Eye Hospital very clean and well laid out, but are sorry that you had to wait for so long before your appointment. This clearly falls below the standards that we strive to provide for our patients.

As a result of your experience our Outpatient Manager for the Eye Hospital is going to remind her staff that patients should be told when clinics are running over 30 minutes late, and that patients need to be kept updated of any further delays. We will also put up a sign in each of our 3 waiting areas tp ask patients to tell a member of staff if they haven’t been seen within an hour of their appointment time (and haven’t been told to expect a delay).

If you would like us to investigate your individual case in more depth then please contact our Patient Advice and Liaison (PALS) Team on 0117 342 3705 or email pals@uhbristol.nhs.uk. Thanks again for taking the time to tell us about your experience.

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