"Very Disappointing Service"

About: Birmingham Midland Eye Centre

At present I am managing with just one contact lens thanks to the poor service of this hospital/ and eye dept and rude staff behaviour. I have kerractonas and need these lens to be able to drive and do my job on the computers everyday, The referral letter has been sent and i rang up within a week to check it was recieved and a staff member confirmed that its been received and will take around 6 week to get an appointment, which in theory is still quite long. Anyhow i rang again as it was approaching 6 weeks just to see the status of the referral, When I rang spoke to a different person, they were so rude, and seemed like they didnt have a clue they immediately said that they cant help and it is nothing to do with them so they gave me another number to call for the operator, the operator put me directly back to them again they were rude, they checked the system and said there was no record whatsoever, i explained that I called 6 weeks ago and another person said it had been received, they said well there's nothing I can do and then they gave me the secretary number to call and find out what was going on? So I called the secretary not by surprise they said i had called the wrong number and then again put me through to the same person i originally spoke to..i spoke to them again and explained that im being put back to you every time and your the optom dept so you must be able to help me, they then looked in the system found the record and told me it was only received a week ago and it would take 6 more weeks for an appointment. this is so frustrating that referral are just been put to the bottom of the queue and not being dealt with.. I explained how urgent this was and they said well everyone is urgent and also said if you cant wait then go private, how rude. I said this needs to be flagged as urgent as I am unable to drive and my job is at risk as i am making mistakes as i cant see properly...it seemed they couldn't care less and said there's nothing they could do and they would call back, never received a call back. I have never received such poor service before but this time round it is totally unacceptable, the staff member doesn't know what they're doing and I wasted almost an hour being transferred to all different people when really they could have just dealt with my query from the start. I still haven't received my lens for that matter and am very upset and disappointed..This need to be dealt with ASAP as my job is at risk and so is the health of my eyes.

More about:

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››