"the time it took in the eye clinic"

About: Queen Elizabeth Hospital (Birmingham)

(as a relative),

arrived for the appointment @ 15. 27 for an appointment at 15. 30. booked in using the self scan & then awaited for the name to come upon the board, & then followed the directions to the allocated clinic. By 16. 10 the lady been seen by the nurse, drops put into her eyes, & then the eye scan was performed.

The last piece of the puzzle was seeing the doctor. At 17 50 I asked the nurse at what time was the lady going into see the doctor I was told that there were 2 others before her.

I pointed out to the nurse that the lady was a diabetic & should be having food by now.

Another nurse overheard the conversation & went straight off to get a cup of tea & some biscuits. That was the only plus point of the day. After another 10 mins a man came out of the doctors room, looked at us & said are you still here, what time was your appointment I told him, he told me that his was 15. 45. So as you can see appointments are not adhered to. At 18. 15 we were called to see the doctor which took all of 8 mins.

We were the last to go in. I would point out that the lady waiting to see the doctor is 94 years old. no explanation was given for the delay, but every time we go to the eye clinic the same delays occur.

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Response from University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback on your relatives experience at the Queen Elizabeth Hospital Birmingham.

We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

We are really sorry to hear about your relatives experience whilst being treated in our Eye Clinic. The Matron responsible for this area is very keen to talk to you so that she can understand more about what happened and where necessary make changes to improve the experience of other patients.

If you would like to speak to her please make contact via our Patient Advice & Liaison Service (PALS) and they will make the necessary arrangements.

You can contact PALS by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 9am – 4.30pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

Thank you again for taking the trouble to post your comments on the Patient Opinion website.

Update posted by bearfrog (a relative)

After posting the saga of the eye clinic at The QE Birmingham I was asked to ring a number & explain the problem which I did. That was 3 weeks ago. Nothing else has happened. Does this info just go into the black hole?

Be aware it would appear that the we will be having to attend the eye clinic very soon, so I will be watching things very closely.

Updates, changes and questions related to this story