"Cataract op - disgusting behaviour at desk and..."

About: Kent & Canterbury Hospital

I had a cataract operation last year. My consultant performed the op and was excellent, the anaesthetist was great, but the two receptionists were patronising, rude, dismissive and condescending. My wife, in the waiting area whilst I had the operation, overheard them talking about me in a derogatory way, making fun of me.

She also heard them talk to other visitors (who were clearly distressed) in a off-hand and aggressive fashion.

The after-care was appalling, absolutely non-existent. I was given information to take away, the number for a cataract nurse, and between the nurse and the opth' reception I telephoned 40 times over a period of three weeks, left several voice messages, but never got through and never had a call back. I was told that I would need to return to see if I needed follow-up laser treatment for 'thickening' but nothing has been done, I couldn't get through, and I feel like I have dropped off their radar entirely.

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Responses

Response from Kent & Canterbury Hospital

This is totally unacceptable and we need to look into this.

Please would you contact PALS (Patient Advice and Liaison Service) on 01227 783145 or 01227864314 or by email on ekh-tr.PALS@NHS.net.

Alternatively you can complete a complaint form accessed through our website www.ekhuft.nhs.net

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