"I attended my appointment on time ..."

About: Bristol Eye Hospital

(as the patient),

What I liked

I attended my appointment on time in October and following an eye test, was requested to wait for the next part of my appointment. An hour later I was taken for the Field Test and on enquiry directed at the nurse found that following the Field Test I had to see the Doctor. I had other business to attend to and after letting the nurse and receptionist know of this I left the hospital. I've not heard from the hospital since.

What could be improved

Upon or soon after arrival patients should be informed that the person with whom they have an appointment is running to time or that they are running late, preferably with some indication of the delay involved. Patients understand that emergencies occur and can make allowances for that.

I consider it the height of rudeness and discourteous in the extreme that patients are just parked in the corridor/waiting area and left to wait with no knowledge of when they are likely to be seen.

It would take no effort by staff, just a little consideration, to let patients know of delays (if this applies).

Anthony Baker

More about:

Story from NHS Choices

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Response from Bristol Eye Hospital

Thank you for taking the time to provide feedback on NHS Choices. We know that it is important and courteous for patients to be kept updated on waiting times, and apologise that this did not happen during your visit. We have passed your comments on to the staff at the hospital. We would encourage patients who are concerned that they have not received a follow-up appointment to contact the department directly or the Patient Support and Complaints Team (0117 342 3604/pals@uhbristol.nhs.uk). Thanks again for your feedback.

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