"What a horrible experience"

About: University Hospital (Coventry)

Had to go to eye casualty as my optitians thought I had a corneal ulcer when I finally got to eye casualty after asking a main reception near the main entrance to be told that it was down the corridor and never been to this hospital before, also asked a member of staff you said t was down the corridor on he left but as they were no sign posts for eye casualty,the receptionist at clinic 9 never informed me how long I would be waiting, after 4 hrs still waiting to be seen by a doctor went to find out what was going on to be informed that I would be seen when I was seen. After 6hrs of waiting to be seen was seen, then was sent a way with eye drops prescription and told to come back again tomorrow at 9am to be seen. And the following day had to sit through the same process again and it was like that for the following five days I would have thought that they would be a process that if you were already in the system you would be seen or given a a specific time to come back so that I don't waste time sitting around. I understand if I turn up as an emergency that is not possible but waiting 6hrs is appalling standard of service to provided and e nurse seem like they have no idea what is going on.

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Response from University Hospital (Coventry)

Thank you for providing feedback on your recent experience within the Eye Casualty at University Hospital, Coventry in April 2014. It is disappointing to read that you were unhappy with your experience on this occasion and this was based on a number of reasons including poor communication and insufficient signage. We are currently looking at the signage in the main reception of University Hospital site and Ophthalmology in particular are working with a patient advisor to improve the signage in and to their department. I will see that your comments are passed to the Signage Group for their consideration. I have also passed your comments to the Associate Group Manager of Ophthalmology and who apologises for the extended wait you had and said “I’m sorry you weren’t aware how long you would have to wait, we normally display this information both on the door when you enter Clinic 9 and on the desk. However, this must not have occurred this time for which I apologise. We are aware of the importance of keeping patients informed. We know there are issues when patients need multiple attendances in a short space of time and have recently agreed with the CCG (Clinical Commissioning Group) an Urgent Care model that will allow patients to book an appointment for follow up attendances rather than reattending Eye Casualty. This will be implemented in May this year.” We would very much welcome the opportunity to discuss your concerns with you. If you feel this would be useful please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203. If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: - PALS University Hospital Clifford Bridge Road Coventry CV2 2DX If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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