"good hospital but confusing appointment system"

About: Western Eye Hospital

I was referred here for cataracts. My appointment was for 1315 on June the 8th which was not convenient for me.

I called to change it about 2 weeks beforehand and was given a new appointment at 14.45. However a few days before I received a text asking me to come at the original time. I phoned the appointment number several times and was told the person dealing with it was not there.

I was given his number,(02033123209) but when I called it, I received a message saying 'this person does not have voicemails'. I was quite unable to change my appointment even though the letter states that if you want to change or cancel you must phone 02033129710.

I became increasingly frustrated and was forced to attend at the original time as I didn't want to miss the appointment.

How is it that changing an appointment can be dependent on one person who is either not there or unavailable?!! PLEASE CAN YOU IMPROVE THE SYSTEM because as we know it costs you money if people miss appointments. I must have made about 6 phone calls and eventually had to give up an important engagement.

Story from nhs.uk


Response from Western Eye Hospital

Imperial College Healthcare NHS Trust wishes to firstly apologise for your experience thus far. Thank you for taking the time to post your feedback on NHS Choices regarding your experience with the Ophthalmology Department at the Western Eye Hospital. The Patient Advice and Liaison Service (PALS) has passed on your comments to the relevant service managers. Imperial College Healthcare NHS Trust appreciates and values your comments.

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