"Poor patient care"

About: Royal Eye Infirmary / Ophthalmology Royal Eye Infirmary Ophthalmology PL4 6PL

Posted via nhs.uk 6 years ago

After being advised by my GP to ring REI due to the loss of vision in my eye. I rang and awaited a call back. I received a rather rude call back informing me I had to be referred by my GP as they couldn't see me. I then made an appointment to see my GP for the referral - GP rang and spoke to REI and informed me they would be ringing me. REI then rang back and again rudely told me they wouldn't see me unless i got the GP to refer me properly. Overall very poor care/Phone manners.

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University Hospitals Plymouth NHS Trust

Submitted on 16/04/2018 at 14:37

Published on Care Opinion at 14:43

The Senior Sister, REI, is very sorry the nurse gave you the impression that she was abrupt with you when you rang.
Her team offers a telephone triage service for emergencies. If your GP believes your current difficulties constitute an emergency, the GPs are advised to ring the triage line and speak with the nurse directly. Alternatively, the team advise the GP to refer their patients through the choose and book referral service.
Should you wish us to investigate your concerns in more detail, please contact our Patient Advice and Liaison Service on 01752 439884 or 01752 432564. Alternatively, please email the team at: plh-tr.PALS@nhs.net

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Poor patient care

"Poor patient care"

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