"The waiting game"

About: King Edward Vii Hospital (Windsor)

There is no point in making an appointment as walk ins and people with appointments appear to get seen with the same urgency. Additionally, there are signs which inform patients they can expect a 4 hour wait which means their system clearly does not work. My husband arrived with an appointment and was seen after an hour and 45 minutes. Why even tell patients that they have an appointment for a specific time when there is no way they will be seen at that time?

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Response from King Edward Vii Hospital

We would like to apologise to you for not providing clear information regarding how the Eye Casualty service is managed. The Trust provides a leaflet called 'Your journey through Eye Casualty' and it seems that on this occasion this leaflet was not provided. The leaflet explains how the service works and informs patients that Eye Casualty does not offer appointments times but gives a turn up time and this can still result in some delays. Eye Casualty is a very busy service here at the Prince Charles Eye Unit and the team do their best to keep the waits down to a minimum where possible. We would again like to offer an apology and thank you for sharing this experience with us so that we can re-evaluate and make adjustments to the service.

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