"Appointment in Opthalmology clinic for review..."

About: Leicester Royal Infirmary

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Today 29.8.2013 I visited the Opthalmology clinic in the Balmoral building. I had a 3.45 pm appointment for which I arrived promptly. Initially I was called in for a sight test after about ten minutes of waiting. I then had to wait a further hour before an optometrist attended to me. This lad was very supportive and helpful but appeared to be working under a great deal of pressure. She informed me that she had a patient in one consulting room who was waiting for his drops to work while she attended to me for the first part of my consultation. She went on to explain that I needed a refracture test but because I had waited so long to be seen the technicians had finished for the day. However, this very kind and professional lady did come back to me, unlock the optometry clinic and carry out a refracture test herself. Thankyou so much to her, Following this procedure I waited to see the Doctor who was very busy, since she was the only Doctor in the clinic. Although I was happy with the outcome from the Doctor and the recommendation that I return to the clinic in two months time for another refracture test and a corneal topography, I was very unhappy with the response of the receptionist who had to book these appointments for me. She appeared to be put out by the fact that the clinic had over run by a long period of time. I explained that I would like to sort all of my appointment times out as I had been there a long time and wanted to avoid the same negative experiences when I next returned to the clinic. The lady muttered "I've been here a long time too". Exacerbated by her remarks I sought the help of the nurse clinician. She was really kind and helpful to me. I was given all the necessary paperwork and instructions that I needed. Thankyou so much. Despite the fact that I spent almost two and a half hours in the opthalmology clinic between 3.45pm and 6.15 pm I felt very reassured by the understanding and support shown by the optometrist and the nurse. They seemed to be working under a great deal of pressure but regardless of this their patients needs were met in a very professional manner. It's such a shame that the same degree of professionalism wasn't displayed by the receptionist on duty at that clinic.

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Responses

Response from Leicester Royal Infirmary

Thank you for taking the time to post your comments about our Ophthalmology department. We value all feedback as this allows us to continually review and improve our services. We realise a significant amount of time has passed since you posted your comment and we would like to sincerely apologise that we did respond to in a timely manner. It is not acceptable for our staff to be rude in any circunstance so if you would still like to address theseconcerns, please email Lead nurse for Specialist Surgery Kerry.Pape@uhl-tr.nhs.uk who will be happy to look into this for you. Kind regards Communications Team Leicester’s Hospitals

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