"Outpatient appointment system abysmal and chaotic"

About: William Harvey Hospital

My eye appointment was for 9.45 a.m.

I arrived at 9.30 a.m.

Was seen at 10.30 and drops put in.

Half a hour later my eyes were photographed.

I had another appointment at Folkestone at 12.00 noon and was told I could be waiting another hour before the consultant saw me.

I had to leave before seeing the consultant.

The nurse only made a public apology after I complained.

My appointment was 45 minutes late.

This is not acceptable.

I received two text messages nforming me of my appointment and of the money the NHS would lose if I did not attend.

William Harvey Ophthalmology Department need to be much more organised and efficient.

It is disgraceful.

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Response from Sally Smith, Chief Nurse and Director Of Quality, East Kent Hospitals University NHS Foundation Trust

Dear Hilary

I am so sorry to hear of this poor experience and the excessive waiting time you endured. I will ensure the team are made aware of this so that they can look into their systems and processes. I agree with you, this is not acceptable.

Best regards,


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