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Unacceptable waiting times

Story from nhs.uk

"Unacceptable waiting times"

About: The Royal Victoria Infirmary / Ophthalmology

Given an appointment time of 10.30 arrived at 10.20 at reception and told to wait in clinic "B" sat for 30mins. went to desk and asked for update on when I would be seen as I had a prior appointment at midday, after a little confusion and consulting among staff I was told I would be seen next. However at least 5 others were called forward before myself, approached desk again at 11.20. and remained staff that I had to be elsewhere at noon and was it likely I would be seen and able to leave by noon. I was told no and if I wasn't prepared to wait I would have to go to my GP and arrange for another appointment. I was told I couldn't make an appointment there at the clinic and had to arrange an appointment through my GP. Could I make a n official complaint? would have to WAIT and see a sister, so not only do you have to wait well beyond your appointment time to be seen you have to wait to make a complaint. Asked if I could have a letter to the affect that I had attended and was not seen within the appointment time and was told this was an unusual request but a letter would be sent to me. (Still waiting.)

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Responses

Response from The Royal Victoria Infirmary 7 years ago
The Royal Victoria Infirmary

Submitted on 08/03/2017 at 09:07
Published on nhs.uk on 09/03/2017 at 02:36

Thank you for taking the time to provide your feedback on NHS Choices regarding your recent appointment at The Newcastle Eye Centre. At the outset, may we offer an apology for your poor experience and for the delays that you encountered.

Following your telephone discussion with Matron Julie Graham, we hope that you are now reassured that another appointment has been made, and a letter will be sent out regarding your delayed appointment.

As you are aware this is a very busy department, and every effort is made to monitor appointment times to ensure that patients are seen in a timely manner, and to meet their individual needs. Clinical staff work closely with the administration team to try to ensure that there is appropriate use of clinic time, and that communication about any delays is good, and we would like to apologise that this was not your experience when you visited. Your problems have been brought to the attention of the management team, and specifically the advice given to you regarding referral back into the department, and this has been raised with staff to ensure they are fully aware of their responsibilities in this regard.

If you have any further ongoing concerns about your care and appointments, please do not hesitate to contact Julie Graham, Matron 0n 0191 2139812 who will be happy to help.

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