"Absolutely Appalling"

About: Leicester Royal Infirmary

Take care if you are reffered to this eye clinic as I was - It took several frustrating months of waiting for an appointment because they kept claiming that they did not recieve any of the refferals my opticians had sent - I had my refferal sent to the ophthalmology department four times before I was given an appointment - It took 7 months from the first refferal.

Customer care is also outrageously disappointing, I am shocked that a department can operate in such as way - when it falls the the patients to chase up departments about appointments it's clear people aren't doing their job! What's even more shocking is the way in which they pass the buck as everyone I have been put through to seems to say the same thing 'I don't know why you haven't been issued an appoinment its on the system that you should have been given one - I'll have someone get back to you' do not trust them to contact you - I am making an official complaint in the hope that no one else gets treated the way in which I have been

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Responses

Response from Leicester Royal Infirmary

Dear reviewer,

Thank you for taking the time to post your comment.

We are really sorry to hear about your experience of our Ophthalmology clinic at the Royal. It is not acceptable for you to wait 7 months for a referral. We are also disappointed to hear your concerns about our customer service. To enable us to investigate your concerns further and ensure that we provide relevant staff with customer service training, please can you send your details to Martin Watts, Service Manager for Ophthalmology, Martin.Watts@uhl-tr.nhs.uk.

Kind regards,

Martin Watts,

Service Manager for Ophthalmology

Leicester’s Hospitals

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