"Excessive waiting and lack of communication in Eye..."

About: Good Hope Hospital

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I attended a 10.30am appointment on 25th November 2013 at the Good Hope Eye Clinic. I was seen promptly for a peripheral vision test and after 15-20 mins for a staff nurse to take my medical details and perform vision/colour blindness tests, then it all went wrong. I was shown to an area to await a doctor (I counted 4 in all) where I waited for 50 minutes without being approached by anyone. There were 5 people in front of me, 4 of whom were called to see a doctor. Other people came after me and were called, some after only 5 minutes. I then went to find a receptionist, but on passing one of the doctors asked him when I would be seen to be told he had seen my notes and passed them to another doctor. Having no other option I waited a further 12 minutes before being seen by this second doctor who told me bluntly I could be examined or he'd discuss my complaint. In all I was in the clinic for 2hrs 15mins, over an hour of which was spent waiting to see the doctor. At no time was I told I would have to wait so long, nor was I told why I was waiting (if other people were more urgent I would have accepted this). Nobody was interested in the fact that I was waiting/had waited although I did receive a perfunctory apology. I am self employed therefore I have lost half a days work and pay, including travel time, and at the end of it there was nothing wrong with my eyes!

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Response from Good Hope Hospital

Heart of England NHS Foundation Trust would like to take the opportunity to thank you for your feedback and comments on NHS Choices website, this website also feeds into the Patient Opinion website, www.patientopinion.org.uk which is viewed daily by the Trust and a response to your posting will be available here. If you are unable to view the response and would like to discuss further please do not hestitate to contact us (Patient Services on 0121 424 0808) alternatively on www.patientservices@heartofengland.nhs.uk Kind regards Patient Services Department

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