"Appointment letter arrived two days after the appointment date"

About: Kingston Hospital / Ophthalmology

(as the patient),

I received a letter yesterday telling me about an appointment that had been booked earlier in the week for my son to attend the Opthalmology Paediatric clinic in the Royal Eye Unit. The letter was dated last week notifying me of an appointment on the following Tuesday so absolutely no way we could have received it in time!

I phoned the unit and they were really helpful and rebooked me so that is all sorted.

I wanted to leave feedback because I know how hard everyone is working and an administrative mistake like this is such a waste of NHS resources, particularly clinicians time. I'd really want to encourage Kingston hospital to have a look at systems to prevent this happening again.

I also asked if it would be possible to email or text the appointment notficiations. I think this could save the NHS money (no postage or paper) and would have meant we knew about the appointment immediately. But the staff said they weren't able to do this. I think that's such a shame and hope that it's something that the Hospital can consider in the future.

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


Response from Kingston Hospital

Thank you for your feedback, sorry to hear that there was a mix up with the appointment. I have passed your comments onto the Royal Eye Unit team.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful