"Unhappy with service from orthoptics department"

About: Inverclyde Royal Hospital / Ophthalmology

(as a parent/guardian),

I am really outraged and unhappy at the service I have received in relation to my three year old son.

My son was referred to IRH Orthoptics last year due to having a lazy eye. He had been to a handful of appointments and needs to wear an eye patch and glasses.

My son was born with a cleft palate and has other appointments as well as having glue ear which he attends IRH for.

Through my error we accidently missed one of his eye appointments, I would like to empahsise again this was an accident.

I had a voice mail message I think on the day of his missed appointment. I soon returned the phone call, during which I was told that my son was not to go back to the eye clinic. I remember feeling that the call was a bit weird but assumed that he must just have to attend the opticians now.

Through being back and forth to the opticians for glasses repairs I was informed that my son would soon be due another appointment at the hospital as he has now had his glasses for 15 months.

I telephoned the hospital, I ended up getting passed from pillar to post. Then finally after speaking to the orthoptist was told that due to us missing an appointment we would have to go back to my son's doctor and get re-referred to be seen again.

I understand that the hospital is trying to cut down on time wasters, however my son is 3 years old, he did not miss his appointment intentionally. I feel the person I spoke to during the weird phone call I had over a year ago should have been more helpful.

So now I'm concerned that my son could be wearing the wrong prescription glasses, and I am now under the wrong impression as to the service we will receive going forward.

I have also had to arrange an appointment to speak to a doctor to have my son re-referred and I do not know how long I will have to wait again until my son can be seen back up at IRH.

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

I was very sorry to read that you have experienced these difficulties.

In order to assist you it would be helpful if you could provide some further details and we can look into how best to help you.

If you can supply your contact details, and your son's details, we can make contact with the manager of that service to see if there is anything we can do to take forward matters for you.

If you could email these details to me by using the complaints email account we can take it from there for you.

The email address is


I look forward to hearing from you.


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