"Awful service leaving you feel vulnerable"

About: Leicester Royal Infirmary

Anything else?

I was referred to this department by my doctor and optician in April 2013 and did not receive any appointment , when it got to July I called myself and managed to book (there was no explanation as to why nobody had bothered to book me an appointment). My appointment was for September but the week before it was cancelled. I have since been calling 20 to 40 times a day to book another appointment as I have yet to receive another but nobody picks the phone up on any of the numbers on this site. This is very distressing, I am not sure what is wrong with my vision or what is causing it and I am not struggling on a daily basis with my vision and yet I can not contact anybody to try to sort it. A hospital simply cannot operate in this way leaving people to worry and feel totally disconnected from any solution to their issues. Such a simple fix too, just pick up the phone!

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Response from Leicester Royal Infirmary

Dear reviewer, 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 would like to take this opportunity to sincerely apologise for any 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. If your appointment is one that we have to change in over the past few months, please accept our apologies during this transition; we will aim to ensure you are seen as quickly as possible but if you do have any further concerns, please feel free to contact the following numbers from Monday to Friday, between 9am and 4pm: 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 We are also aware that patients have been facing some are 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. If you cannot get through on the phone and have any further concerns, please email me: Kerry.Pape@uhl-tr.nhs.uk Kind regards Kerry Pape Lead nurse of Specialist Surgery Leicester’s Hospitals

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