"Administration a disaster"

About: Hull Royal Infirmary

The administration of Hull Eye Hospital appears to be completely separate from the clinical side. It has no relationship whatsoever with the clinical needs of patients and clinicians. Today I attempted to talk to someone about bringing a booked appointment forwards. I rang the number given and was told I needed eye hospital appointments direct, but couldn't be put through to it so would have to ring it myself. When the phone was eventually answered, I was told i should be talking to the nurses, and was given another number. After a long wait on that number, I was answers by what sounded like someone who couldn't possibly have a professional qualification. I was told I had to ring appointments as they didn't have computers to access the appointment system. After a long wait to be answered by appointments, I was told I should be talking to the nurses. After a twenty minute wait, someone claiming to be the Sister took my details and said she'd ring me back. I'm still waiting. So, tomorrow morning I'll "doorstep" them. I'll turn up to reception and ask for an appointment, as it seems to be the only way to break through the impenetrable wall that surrounds the administration of this hospital. I'll have to be careful not to raise my voice, or use inappropriate language, or the staff will hide behind zero tolerance. A year ago, I had double vision when I looked to my right. After surgery, I now have double vision when I look to my left, right and upwards. The procedure has patently failed to produce the desired result, but the surgeon knows he can correct this if he ever gets his hands on me again. I had problems after the surgery, but again, was fobbed off by the administration system, so suffered unnecessarily for two weeks. The administration of this hospital is a disaster. I'm resisting using the word "shambles", but that's what it is. It seriously impacts on the Quality of Care offered and on the patient journey. CQC need to go through the administration of this hospital with a fine toothed comb - it does not work. It is not fit for purpose. Its sole purpose seems to be to push appointments as far into the future as possible. Ultimately, I'm the patient / client / customer / end user of the service and my "patient journey" has been a disaster. A year down the road and I'm in a worse situation than when I started.

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Response from Hull Royal Infirmary

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