"Balmoral Building Eye Clinic"

About: Leicester Royal Infirmary

I am so disgusted about the way my Mum has been treated lately by the Eye Clinic. Last time she attended the eye clinic for treatment (she has attended for a few years - every 3 months) she was given an appointment for 5.3.14 for her treatment. She rang (tried many times - no-one answered) to make sure it was this date as no reminder letter had arrived (as it used to) and was told there was no record of this appointment being made, I was with her when she made the appointment. She asked to be seen as soon as possible; there is a reason WHY she has to go every 3 months. She was given an appointment for 19.3.14 but the person she spoke to was rather rude and could not tell confirm that the needed treatment could be done at that particular clinic and said 'well you've got an appointment now!'. You have unnecessarily worried a patient who always attends every appt without fail and made her feel like a liar about the appt made. I suggest you speak to your staff about patient care as this is really not good enough and I want to take it further. I have tried to ring you on numerous occasions to save my Mum ringing but no-one ever picks up the phone. You are very eager to discharge patients back to their GP if they don't attend but who holds you accountable if you're not there to talk to???

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Responses

Response from Leicester Royal Infirmary

Dear Reviewer We are very sorry to learn of your experience and in particular for the manner of the staff member that spoke to your mother. We always aim to be polite and friendly, so it is extremely disappointing that this doesn’t appear to have been the case. We are actively working to improve our appointments system at the moment, so your feedback is really useful to us. We will absolutely take your comments on board. Once again we are very sorry for any worry caused to your mother. I would be very happy to look into your comments further. If you would like to discuss any points raised please email me at martin.watts@uhl-tr.nhs.uk. Sincerely, Martin Watts Service Manager for Ophthalmology

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