"Missing paperwork on first visit to hospital"

About: New Victoria Hospital / Ophthalmology

(as a parent/guardian),

This was the first visit for my son to the Glasgow Victoria Ophthalmology department. At the age of 3 years and 9 months he was aware that this was no ordinary day out. The scheduled visit was going to plan, arriving in plenty of time, parking without a problem and finding the ward we were attending. We confirmed our appointment with the professional and pleasant reception staff then waited for the Optician to work through a slight back log.

Once the optician called out my sons name we were relieved that the wait was over. This was when the issue of missing paperwork arrived. The referral letter from the local optician was missing from the file. This would normally have resulted in a wasted visit, fortunately I was able to contact the optician and he was able to discuss the original referral with the hospital optometrist.

Hopefully in future the filing system will be kept up to date, ensuring that young children and anxious parents avoid unnecessary distress, especially when given an appointment six weeks in advance.


Do you have a similar story to tell? Tell your story & make a difference ››


Response from Paul Cannon, Head of Administration, Acute Services Division, Greater Glasgow & Clyde NHS

Thank you for providing your feedback, I was very sorry to read that the paperwork relevant to your son's appointment was not available to the clinical staff at the time of the appointment, but I was also relieved to read that this was resolved at the time, and you avoided any further difficulties arising. I can appreciate the frustration that this caused.

I was also very pleased to read the other more positive aspects of your visit and would like to thank you for taking the time and trouble to do so.

I hope that future appointments run more smoothly.


  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful