"In patient waiting list direct line - a joke"

About: Leicester Royal Infirmary

Anything else?

After numerous misdirected calls, unanswered calls, cut off calls and calls answered by a machine telling me to call at the precise time I was calling I finally spoke to a person working in the correct office who may just be able to help with my enquiry. However, I was to learn that the waiting list direct line could not help me with regards to waiting lists. No information regarding waiting list times, potential month of surgery or even time in advance I may receive notification could be shared with myself. On a later call I was given some of the aforementioned information however I have since been informed this should not have occurred and am now in the familiar situation of being kept in the dark about a procedure which concerns myself. I am struggling to understand the purpose of such a direct line and can only assume the people who do eventually answer the phone could be doing something far more productive. I have absolutely no other point of contact with regards to surgery and therefore am left seriously at the mercy of someone somewhere moving me up a list. Thou this I have also been told is not how it works, lots of things are taken into consideration. Patient pain and discomfort are not however regarded as relevant it would appear. I have previously made a request to expedite my waiting time to no apparent avail.

To whom do I go to next? When will a surgery date be confirmed?

Still waiting ......

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Response from Leicester Royal Infirmary

We apologise for the miscommunication with regards to the issues you've had with contacting the department and lack of clarity around the processes you need to follow. The Ophthalmology Service Manager is happy for you to contact her directly on 0116 258 5929 or 0116 285 7661 in order to get this issue resolved. If you experience any problems getting in touch with the manager, please email communications@uhl-tr.nhs.uk with your details and we will ensure this is passed on to the correct and relevant person. We hope this issue is resolved as soon as possible for you, and apologise once again for any inconvenience caused.

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