"I can think of nothing that I liked"

About: Manchester Royal Eye Hospital

(as the patient),

What I liked

I can think of nothing that I liked

What could be improved

The management of the outpatient clinic. I frequently had to wait up to two hours for a routine twenty minute inspection of the inside of my eye.

The telephone answering service - it took me 46 phone calls to re-arrange a routine outpatient appointment.

Anything else?

Complaints to the chief executive eventually produced an apology, admission that the phone service was not delivering ("...fundamental issue of concern...much scope for improvement...phone service now on Divisional risk register...underlying staffing problem...") , and promises of improvement("...additional staff in post within next three months... temporary member of staff in post immediately...electronic system to monitor call centre now in place...experienced Team Leader assigned to Call Centre...").

I asked my GP to refer me to another hospital where I now receive my treatment.

More about:

Story from NHS Choices

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