"Very poor standard of service in the eye..."

About: St Mary's Hospital

On 24 April, I attended the eye department for an appointment to consider my Diplopia condition with an eye specialist. Because there was no-one suitable available, my doctor handed a request form to me for another appointment by a specialist which I handed to the receptionist (a man) on duty at about 11.30 and pointed out that the form was annotated “As soon as possible”. Not having heard any news by today, 1 May, I telephoned the eye department, but the line was continually engaged or not answered so I went in person to the eye department, only to find that they had no record of the request for an appointment. I have been given an eye appointment on 8 May.

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Response from St Mary's Hospital

We are very sorry to hear of your poor experience of our services. Your comments have been shared with the team who extend their apologies that you experienced this delay and had to make an unnecessary visit to the department to arrange the appointment. Unfortunately as your comment is anonymous it is more difficult to investigate this fully, however, if you would like to discuss this with the manager of the department, please contact the Quality Team and they will facilitate this for you. Please be assured that the team are looking into this issue and will ensure that lessons are learnt from your valuable feedback as this is not the standards we strive to for our patients.

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