"Appalled and fuming"

About: Leicester Royal Infirmary

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I had an appointment on the 3rd September for an eye examination. Due to my condition, I have had many of these appointments before and know the drill. When I arrived at reception, she refused to take my name and told me to sit down to wait to be called. 2 hours later, I asked a nurse about my case and she investigated and told me that my notes weren't there and were lost. Had I not said anything to her, I would still be sat there now. In fact, if the receptionist had done her job and asked my name, she would have identified the issue at that point. Having been highlighted as existing, the nurse did my vision test but didn't dilate my pupils. I know that is what needs to happen, but I wasn't listened to so it was another 45 mins before I saw the consultant who said I needed to be dilated. He had no idea who I was, what I was there for and it was all very unprofessional.

I am a complicated case and he dismissed my reasonings saying "I am a consultant and can take one look in your eyes and know everything" (that's a genuine quote by the way). I am also an expert on my eyes and I'm not sure he grasped the situation at all, particularly as he focused all his attention on the wrong eye and declared I needed laser surgery. There was no compassion, no acknowledgement of the fact that my left eye has always been the worst and the emotional impact of interfering with the right eye would have. He didn't check if my diabetes was under control and dismissed my account of my blood pressure story.

I felt ignored, violated and discarded. I will certainly not be using this department ever again and will insist on seeing the doctor who looked after me through the hardest moments of my illness who is based elsewhere. This is all after I had seen someone in January who said I needed laser in my left eye and an appointment would be sent out within 3 weeks and I'm still waiting for that. Absolutely shocking, unprofessional and I feel completely devastated. I left the department in tears and no one cared. I left the department at 8.40pm having arrived at 4.30pm for my appointment at 4.45pm and I had my 2 year old daughter with me who had to go to bed very late that night. Just disgusted.

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Response from Leicester Royal Infirmary

Hi Davina We are sorry this was your experience and agree this is unacceptable. We have forwarded your comments to Kerry Pape, Lead Nurse for Specialist Surgery, who is also very very sorry. Based on the information provided, Kerry will look into your post and take any appropriate actions. If you would like to contact Kerry directly, please email her at Kerry.Pape@uhl-tr.nhs.uk. Her department has arranged to undertake customer care training in order to avoid your experience happening again. Kind regards, Communications Team Leicester's Hospitals

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