"Still not received my eye appointment it is about..."

About: Leicester Royal Infirmary

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After visiting the eye clinic about two years I was told I will get an appointment, my appointment was cancelled by hospital about two year ago did not get and new appointment date, I have also complained but my complaint has not been dealt with till date. I had an appointment with my optician on 30/4/2013 and a new referral was made; but till date I have not received my appointment with the eye clinic. I have lost my faith & trust in the NHS. I am appalled with the level of service I have received from UHL. I have also observed that the staff members are very rude and un-cooperative.

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Responses

Response from Leicester Royal Infirmary

Dear Rajeev, I would like to take this opportunity to sincerely apologise for the recent issues you have experience and to reassure you that we are making some developments that will improve the way we deliver our service to patients. We are very aware that some patients are having to wait longer for an appointment than is ideal, and that some patients also have their appointment dates or times changed. We are very sorry for this and have made some significant changes to our processes over the summer that will significantly improve both the appointment process for patients and further reduce waiting times. Our staff are also undergoing customer service training but I would like the opportunity to look into your individual concerns as our staff being rude is never acceptable. If you would like to contact me on Kerry.Pape@uhl-tr.nhs.uk, I can look into this and investigate what’s happening with your appointment. Kind regards, Kerry Pape Lead nurse for Specialist Surgery

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