"Incompetent Administration"

About: Western Eye Hospital

My mum had an appointment for a laser procedure 2 weeks ago for a cataract, she was called on the day of the appointment and was told that her appointment was cancelled as the machine was not working and she would get an appointment in the post within the week. I have no issue with this as I have worked at a prestigious Eye Hospital in London and it is not the Western Eye as a senior nurse so I aware that these things happen with the machines occasionally.

The issue I have is that my mum has still not received an appointment, after I had tried numerous times all day today and getting a voicemail message eventually I get through and was told that they had lost my mums referral even though they had called her 2 weeks ago.

I think Western Eye would find that my mum's cataract would highly likely been triggered by stress seeing that her youngest child is undergoing cancer treatment to put the icing on the cake they lose her referral, completely callous as if we have nothing better to do other than just wait for appointments that have not been sent and then the way the NHS system is my mum would then have to be re-referred because of some incompetent and callous staff and wait while her cataract is getting worse and her sight is deteriorating.

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Response from Western Eye Hospital

Imperial College Healthcare NHS Trust is very concerned to hear your feedback regarding the issues in your mother's lost referral and not receiving a new appointment at the Western Eye hospital.

We apologise for the distress caused, not being able to get this resolved through calling the hospital.

Patient Advice and Liaison Service (PALS) has passed on your comments to the relevant service managers.

We would like the opportunity to look into your concerns by contacting PALS either by email: pals@imperial.nhs.uk or by telephone: 0203 313 0088

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