"Appalling Administration"

About: Manchester Royal Eye Hospital

As a long term patient of the Glaucoma Clinic I have seen a rapid and wholly unsatisfactory decline in patient administration. The appointment system, which requires patients to attend according to their appointment time is not reciprocated and waiting times of three hours above the specified time is now normal. The administrators take issue with those patients who miss appointments but treat everyone who attends on time like cattle. I have come away without treatment twice because the waiting times were so long I would have missed other evening appointments elsewhere. The last time I attended the receptionist could not even guess the time I might be seen. This clinic` is not serious about treating patients.

I note that the administrators reply to these posts only when someone has something nice to say about the doctors, and ignores the bulk who have the same issue as I do. That says it all, really.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Hi Richard,

Thank you for getting in touch. I’m sorry to hear that you have had negative experiences regarding your waiting time in clinic at the Manchester Royal Eye Hospital. We are aware that waiting times for appointments is an issue and we are taking measures to help reduce the amount of time a patient is waiting to be seen. We have introduced new clinics in different locations like Trafford and Altrincham, which will help us to reduce pressures on our existing clinics.

We have also recently introduced a new pager system. When booking into your appointment, you can ask one of the nursing or administration team for a pager which allows you to leave clinic area and sit in the atrium, a nearby café, or stretch your legs outside. You will receive a page approximately 10 minutes before you need to return for your appointment. While we appreciate this isn’t a long term fix for waiting times, we hope that it will help make our patients’ experience more comfortable whilst visiting the Manchester Royal Eye Hospital.

Your feedback is very important to us and we would urge you to keep contacting us with any concerns or comments you may have. You can also get in touch with the Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk and they will be happy to liaise with the ophthalmology division regarding any feedback you may have.