""Urgent Eye Clinic""

About: Lister Hospital

Extremely poor!

Scratched my eye so left overnight to see if it would improve. It didn't so rang urgent eye clinic to be told no walk ins accepted.

Two option go to A&E wait for 3-4 hours or try and get last minute appointment with GP which I managed.

GP rand the "Urgent Eye Clinic to arrange an appointment which they were told they had to wait for the doctor to call them back. Neither of us sure how long this would take and if we were supposed to wait there for a few hours so clinic confirmed that I should come down and see the nurse.

30 min drive turned up to eye clinic to be told they were very busy and to sit in waiting area. This was 11:20. At 12:00 I was informed they could not see me until 4:15. I asked if this was an appointment to see the doc at 4:15. Yes was the answer. 30 min drive home and 2 hours wasted, surely they could have told us this when we rang.

Returned 10 min early as requested, told to wait, eventually called at 4:45 and saw a nurse. Taken to a room had a basic eye test and told yes you need to see the doctor. Unfortunately we are very busy as this is the "urgent eye clinic" and you might have to wait a while. What was the point! Anyway it's now 5:25 and I still have not seen the doctor. What a rediculas state of affairs, 2 years ago I called up Bournemouth urgent eye clinic made an appointment, turned up they saw me on time and I left. This shows that it is possible to actually be organised although Lister don't seem to have this word in their vocabulary.

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Responses

Response from Lister Hospital

You clearly are very unhappy with your experience for which we apologise.

We will, of course, make the eye clinic team aware of your feedback, but we wonder if you would be willing to take a further step.

Seeing things (no pun intended) from a patient's perspective can be a very powerful tool as it sounds like this clinic was not running as it probably should have done.

We would really like to put you in touch with the eye clinic team so that they hear your account first hand - and, if nothing else, apologise for the problems and diffculties that you encountered today.

If that is something that you are willing to do - and we do hope that you decided to help us in this way - then just email us at generalenquiries.enh-tr@nhs.net and we'll take it from there for you.

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