"Appalling Eye Clinic appointment so called system"

About: Worthing Hospital

Firstly I would like to say I have no problems with the eye clinic itself - once I get there. All the staff are fab (just one exception of a rather officious and unhelpful receptionist who is always on the nurses station). Getting an appointment is another matter. Every time I see a consultant they tell me when my follow up appointment is due and that it will be sent to me. It never is. I always have to chase them up and even then I don't get promised call backs etc. I've been waiting for my latest follow up appointment for 6+ weeks now (12 + weeks if you take into account the last appointment error). I noticed that someone else on here with the same problem was advised to phone or email PALS, so thought I'd follow that route. Sent PALS an email a week ago and did not even received an acknowledgement. Today I received a letter form the Appointments Officer, Ophthalmology telling me to call them within14 days or be discharged!!! They have got to be kidding, but of course they aren't. I have tried several time this morning to call the number given but it is always busy, can't think why....... Also I have to pay each time I call as I have to wait for a recorded message to tell me its busy.

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Responses

Response from Worthing Hospital

We are very sorry to hear about the poor service you have received from our appointments system and the subsequent lack of response from our PALS department. We have been working to improve our ophthalmology waiting times but agree that there is still much more improvement required. We are also sorry that you have experienced rudeness from a staff member in the department, this is not acceptable. Your posting has been forwarded to the manager for the clinic so that they can raise this with their team. We would like to ensure that your treatment is progressing appropriately but as NHS Choices is a confidential site we do not have your details. The usual recommendation would be for you to contact our PALS department for support , however we appreciate that you may not have confidence in this after your recent experience. We would therefore be grateful if you would either contact the ophthalmology appointment support number on 07748414911 or the Head of Patient Experience on 01903 205111 extension 84184.

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