"Hopeless admin. Clinicians fine."

About: Royal Eye Infirmary

What I liked

Staff are nice - when you get there!!!

What could be improved

The appointment booking service is hopeless. In two years since treating my very young daughter with a squint they haven't generated a single follow up appointment themselves. I now know she is supposed to be seen every 2 months and ring up for appointments and it is fine - staff are polite and helpful. But don't ever expect admin to send you a follow up appointment. Letters seem to go into some dark hole once they leave the optical staff. They have just lost the referral form from the GP for my 6 year old son - and the only reason I know is because I rang up after 3 months knowing what they are like. I should have just contacted them directly as soon as he got referred.

Good staff - hopeless admin systems.

Story from NHS Choices

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