"Admin needs better organisation, surgeon needs..."

I cannot fault the reception staff - they do their best to politely deal face to face with customers despite the constantly ringing phone.

My concern is that my elderly mother, who had two cataract operations here, did twice not receive a call or letter for a follow up appointment. I had to ring and arrange this, and the phone system does not appear to work properly as when pressing the number for appointments the phone is not answered but seems to be on a permanent loop.I had to revert to holding on the line which seems to go through to reception. This is answered when the receptionist is able, see above!

My enquiry was then dealt with very efficiently but had I not rang I believe my mother would still be waiting for the hospital to contact her.

On what should have been our last visit to be signed off, the surgeon - whose beside manner leaves a lot to be desired - suddenly had to leave the premises to go to another hospital, leaving all her appointments (which had already been moved from the morning to the afternoon) cancelled, and we were only told this as we arrived at the hospital. My mother then had to wait another 3 weeks before she was signed off leaving her without her glasses as she had a double cataract operation.