"Left high and dry by awful booking processes /..."

About: Manchester Royal Eye Hospital

I have had eye operation abd now have cystic macula edema and high eye pressure.

Clinic Mar 14 doc alarmed at my high eye pressure gave me appointment paper and prescription for drugs, told to hand in at desk and come back in 7 days.

Despite sitting in front of a computer was told a letter would be sent out for an appointment next week..

Mar 21 no letter sent, phoned appointment service, was told I had no appointment on the system and perhaps a letter would be sent out soon, the young man gave the impression of being powerless to book an appointment and did seem to give a dam.

Its Thursday, no letter, so phoned again this time a person told me I had no appointment and was very reluctant to do anything, after pressure from me they said they would refer to doctor.

how many mess ups and lack of people empowerment can one patient stand ?

I sit here powerless, without any way of getting an appointment with so many people just no t doing the job they are paid for.

If only the department had a manager or two who understood process management !

If only the CEO of the MRI Eye Hospital actually knew what was going off a couple of floors below them !

So what do I do now, I'm running out of eye drops nobody seems to care

Shall I come down there and stand outside with a placard and megaphone?

Shall I contact my MP ?

Who will actually help ?

Story from NHS Choices

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Responses

Response from Amy McCawley, Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

Ms Bateman, Matron at Manchester Royal Eye Hospital was very sorry to receive your comments and concerns via the NHS Choices / Patient Opinion website about your recent experience when you attended the Eye Hospital in March 2016 and the difficulties you have encountered arranging a follow-up appointment

We understand that Ms Bateman has contacted you directly by telephone and arrangements have been made for you to attend a follow-up appointment.

We take all issues surrounding patient experience very seriously and we are extremely sorry on this occasion that your experience was not the level of service we would expect.. If you have any further queries please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be able to discuss these with you.

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