"Management of eye casualty"

About: Queen's Hospital, Burton Upon Trent

Anything else?

I agree with the last comments. The eye casualty seems hopelessly disorganised, and appointments are cancelled with seemingly little or no regard to the clinical nature of the appointment. I have had a consultant ask to see me within 6 weeks for a condition which needs regularly monitoring. After 6 weeks I contacted them to ask why my appointment had not been made. By coincidence (i.e. I had been forgotten about) one arrived a few days later, 4 weeks later than the consultant requested. This was then cancelled again and rescheduled 12 weeks later. I managed to force my way through the defensive line and got to see a consultant, who admitted that things were inadequate on the booking front.

In that time my eye problem had significantly worsened, had I not persisted in trying to get someone to see me earlier I could have suffered irreparable damage to my eye.

I have no confidence in the management of this service whatsoever, however I would add that the nurses and consultants I have seen have been excellent.

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Response from Queen's Hospital, Burton Upon Trent

We are so sorry to hear about the problems you have experienced with both the scheduling of appointments and their subsequent cancellation. We try very hard not to cancel appointments except as a last resort as we understand the inconvenience it causes. We are pleased, however, to hear that you rate the nurses and consultants as excellent and that feedback will be passed on to the relevant teams. We do welcome all feedback as it allows us to identify areas where we need to improve. To enable us to fully investigate the reasons for the problems you have suffered, we would encourage you to contact our Patient Advice and Liaison Service with further details. This can be done via 01283 593110 (voicemail for out of hours calls) or email: pals@burtonft.nhs.uk. Thank you again for taking the time and trouble to make us aware of this issue.

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