"The appointment system for the ..."

About: Royal United Hospital

(as the patient),

What could be improved

The appointment system for the eye department is disgraceful, Jan 4, I was seen by my consultant in the eye clinic. He said he wanted to see me again in four months. The reception said they would send an appointment. They did not. When I rang for an appointment it took 37 phone calls to get someone to answer the phone, she was abrupt to the point of rudeness, then gave me an appointment for the geneal clinic. When I said I needed an appointment to see the consultant she said " there are none, talk to the nurses when you get here". It will then be over five months from the consultant saying he wanted to see me in four months time and I do not yet know if I will be allowed to see him. This is a disgrace and unacceptable.

Anything else?

Four years ago negligence by junior Doctors in the eye department blinded and damged one eye. After three months of agony my consultant (an excellant specialist) operated for an hour to restore my sight and repair damage to the eye. I could have sued the hospital but decided not to after my sight was restored, although the eye is not normal. I would like to know who is in control of my care/treatment now, the consultant or the reception/appoinytments.

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Response from Royal United Hospital

We have been able to make direct contact with this pateint and have resolved their concerns to their satisfaction. It was unacceptable that this patient had to call the dept on a number of occasions before they were able to make an appointment and that when they did so they were spoken to in a rude manner. It is a very busy department - in 2009/10 there were 11,343 new patient attendances and 21,335 follow up attendances. However this isnt an excuse for rudeness and we try to ensure all our staff understand the value of being polite, helpful and caring towards all patients and visitors.

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