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Opthalmology department telephone answering

Story from nhs.uk

"Opthalmology department telephone answering"

About: Leicester Royal Infirmary

Appalling. Spent last few hours trying to get through to the Balmoral eye department. Direct and via switchboard. Rings and rings for at least 10 mins no answer. Whilst I appreciate departments are busy, this is dreadful. I was asked to ring the department, what's the point if no one answers? Also what is the point of feedback like this if no one reads or acts upon it? It seems this is an ongoing unresolved problem with people leaving the same comments for the last year. Obviously no one reads it. The clinical care was outstanding, sadly let down by this administration service. Someone needs to sort this out.

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Responses

Response from Leicester Royal Infirmary 9 years ago
Leicester Royal Infirmary

Submitted on 09/02/2015 at 11:33
Published on nhs.uk on 10/02/2015 at 00:00

Dear reviewer, Thank you for taking the time to post your comment. We are really sorry to hear that you have not been able to get through to the Ophthalmology department at the Royal. We do receive a high volume of calls which can cause some difficulty in getting through during peak times, but the team does make every effort to answer all calls. Your feedback is appreciated and we are continually trying to improve our service. The direct number for Windsor Eye Clinic is 0116 258 5409. However, if you struggle to get through on that number, you may also find these numbers useful in future; for enquiries about clinic appointments – 0116 258 6763; for enquiries about surgery – 0116 248 5930 and for general information – 0116 258 6468. Kind regards, Martin Watts, Service Manager for Ophthalmology Leicester’s Hospitals

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