"Long waiting time in clinic"

About: Hull Royal Infirmary / Ophthalmology

(as a relative),

We arrived at 3pm for a 3.20 appointment for a visual fields test followed by a 3.45 appointment with the consultant. I was seen on time for the first leg of the consultation, and was back in the waiting room by 3.40. However the same cannot be said for seeing the doctor.

At 5.05 I asked nursing staff when I would be seen and was told I would be the next in. The clinic was not particularly busy though it did seem to be lacking in doctors, and by this time there were just 6 other patients still there. However, I was not the next to be seen, I was the last! Everyone else had been seen and gone home when I was eventually called through at 5.40, some 1hr 55mins after my appointment time.

The doctor decided I needed eye drops and a scan but by that time, 6 pm, everyone bar a nurse and 2 auxiliary staff had gone home and the place was locked up.

Not once during all this waiting did anyone think to tell us that the clinic was running late, despite the fact that there must have been at least 15 staff up and down the floor who found the time to chat to each other and have a laugh, but couldn't find the time to keep patients informed. I found the lack of communication totally unacceptable, even the doctor didn't have the decency to apologise for the delay. This must be the worst clinic experience I have had and the clinic obviously needs a major training input on how to treat patients with respect.

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Responses

Response from Hull Royal Infirmary

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience in the Eye Hospital.

We will ensure your comments are shared with the Ophthalmology team.

In order to address the concerns you have raised, we would like to invite you to contact our Patient Advice & Liaison Service (PALS) on (01482) 623065 or email pals@hey.nhs.uk.

They will be able to take further details and advise accordingly.

Thank you once again for taking the time to provide us with your views on local NHS services.

Kind regards,

Patient Experience Department

Hull and East Yorkshire Hospitals NHS Trust.

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