"Extremely poor service and await results"

About: Leicester Royal Infirmary

I was referred to LRI Eye Casualty as an emergency appointment early Jan - great service on the day. I was given an Emergency follow up only 10 days ahead - again, great service. I was advised that I had to go back in 2 weeks for a number of tests for a day. This appointment was given and within 2 weeks or so. However, I had the day of tests at the end of February and was told that my Consultant would review the results and I would have a follow up appointment and return within 7-10 days. Such as I was an emergency referral and had high pressure levels. I left it 2 weeks and still no appointment. I called and managed, after days of trying!, to speak to a member of the team. They confirmed, thankfully truthfully, that even 2 weeks after my tests that the results had not even been passed to my consultant - disgusting! The people here are obviously not putting themselves in the shoes of their customers. I have since received an appointment only recently but for September. I was sure this was a general review 6 monthly standard letter. So I called the appointment line and explained the above. They could see that I was an emergency referral, I have an issue with pressure that is at damaging levels if left untreated. They are sure I have incorrect appointment and must speak with the team for correct follow up asap. I've not even had results talked through!? Well, direct numbers....worth nothing....I have been calling now for 4 days since last Wednesday constantly, as others, just ringing out. Appalling! I will continue to seek the service deserved.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Leicester Royal Infirmary

Dear Reviewer Thank you for your feedback. After what sounds like an initially good service and good experience, we’re really sorry you have had difficulty in getting your appointment. It should not have been as complicated as you have found it to be and we are very sorry about that. It is completely understandable that you want to discuss your results and we’re sorry that you haven’t been given the chance to do that. Unfortunately the ophthalmology service receives a lot of calls so it can be tricky to get through to them, although they are working hard to improve this aspect of their service. If it helps, the direct number for Windsor Eye Clinic is 0116 258 5409. Should you struggle to get through on that number, please try one of these numbers: Clinic appointments: 0116 258 6763 Enquiries about surgery: 0116 258 5930 General information: 0116 258 6468 We have passed your feedback on to the General Manager for Ophthalmology, Martin Watts. If you would like to contact him, his email address is martin.watts@uhl-tr.nhs.uk and his phone number is 0116 258 6929. Again we are sorry for your experience and very much hope this can be resolved. Sincerely Communications Team Leicester’s Hospitals

  • {{helpful}} of {{total()}} people think this response is helpful