"Hospital contact"

About: Leicester Royal Infirmary

Anything else?

Today 29th July Itried to contact Eye clinic for an overdue eye appointment notification in conjunction with my diabetic condition. After 10 attempts trying the switch board and the Ophthalmology number I was unable to speak to anyone. The secretaries number was an answering service which I could not understand a word that was said. After 6 attempts through the swtch the telephonist patronisingly said they would ' put me through for the 7th tme'. The last contact I asked for the complaints department was put through only again to be greeted by a recording device with a distorted message again undecipherable (sounded like Donald Duck). Having in the past life implemented and audited Quality Management Systems for a multinational company I would conclude LRI Aministrative systems are 'not fit for purpose'. Certainly any quality award would be revoked.

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Responses

Response from Leicester Royal Infirmary

Hi, Thank you for taking the time to leave your comments about your recent experience. We appreciate that there have been some issues with contacting the Ophthalmology and Eye Clinic recently, and for that, we can only apologise profusely. We wanted to take this opportunity not only to apologise, but to update you on some developments in the service that will improve the way we deliver our service to patients. We are very aware that some patients wait longer for appointments or their surgery than ideal and that some patients also have their appointment dates or times changed. We are very sorry for this and want to reassure you that we are making some changes to our processes during August and September that will significantly improve both the appointment process for patients and further reduce waiting times. For reference, here are a list of the most appropriate telephone numbers please feel free to contact the following numbers between 09:00 and 16:00hrs: Enquiries about clinic appointments – 0116 258 6763 Enquiries about surgery – 0116 248 5930 General information – 0116 258 6468 For EMERGENCIES ONLY Emergency eye casualty - 0116 258 6273 Please be aware that there may be some difficulty in contacting us on these numbers at peak times due to the volume of calls but we will make every effort to answer your call and resolve any concerns. Kind regards Interim Service Manager Ophthalmology

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