"Answer the phone!"

About: Leicester Royal Infirmary

Have been trying to ring Windsor Eye Clinic since 10 this morning.

They apparently don't have a direct-dial number, went through the switchboard,

left listening to a ringing tone for between 20 and 50 rings each time.

Trying to get some advice for my 83 year old mother who is already a patient.

It would have been quicker to drive there (35 minutes), queue for parking (up to 45 minutes)

and stand by the desk until a doctor walked past. The advice will either be yes or no, it's a

very simple question.

The standard of treatment on the many recent visits has been superb, absolutely no complaints about that.

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Response from Leicester Royal Infirmary

Dear reviewer,

Please allow us to apologise for the delay in responding to your comment - it has only just been sent to us by the NHS Choices moderation team and we have been checking the telephone numbers for you.

We are incredibly sorry for the difficulty you experienced in contacting the Windsor Eye Clinic. We do receive a high volume of calls which can cause some difficulty in getting through during peak times, but the team does make every effort to answer your call and resolve any concerns as soon as possible.

We cannot explain why our Switchboard Team told you there is no direct number as that is incorrect, the direct number for Windsor Eye Clinic is 0116 258 5409. However, if you struggle to get through on that number, you may also find these numbers useful in future; for enquiries about clinic appointments – 0116 258 6763; for enquiries about surgery – 0116 258 5930 and for general information – 0116 258 6468.

We have shared your comments with the Service Manager and Operational Manager for Ophthalmology, who will feed your experience back to the team. They will be very pleased to hear that you have no complaints about the care your mother has received and will look into ensuring Switchboard give callers the correct contact information for the service.

Best wishes

Communications Team

Leicester’s Hospitals

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